Agents and other frontline employees often leave their jobs because of a lack of motivation, low recognition or psychological issues and stress. High voluntary attrition is one of the major problems at call centres and can cost companies a lot of money every year.
Different studies* show that a strategic employee recognition program can lower employee turnover significantly and also lead to higher performance. According to these studies, almost 70% of employees consider praise to be the most motivating of all incentives.
In this study, we will focus on our telco client that was able to lower voluntary attrition at their call centre. The client used Staffino’s Employee Recognition and Motivation module for improving employee engagement and reducing turnover.
Results: How Did Our Client Reduce Agent Attrition?
This telco client reported approximately a 4% decrease in voluntary attrition at their call centre in 2 years after Staffino’s deployment. A rough internal estimate of cost savings thanks to Staffino’s impact on the motivation and engagement of agents is around €526,000 over a 2-year period.
This netted total savings of 7% based on a yearly labour cost of €3.93 million. The client noted that it also helped operations focus on other root causes of attrition.
In 2016, they measured the attrition rate due to a lack of motivation and engagement at 14.1%. After deploying Staffino in May 2017, they quickly noticed an impact, with the annual figure decreasing to 11.8%, then to 9.3% and 8.2% in the following years. The company struggled with the overall attrition due to other root causes during this time. They believe the overall attrition would be much higher without Staffino’s impact on agent motivation and engagement.
Our Approach: How to Motivate Call Centre Agents?
We consider the motivation and engagement of agents and other frontline employees very important. We often see that customer experience and satisfaction are directly affected by the level of employees’ motivation, recognition and engagement.
These factors, when at a higher level, not only make employees happier but also bring enormous value to your call centre and business. Achieved results in the form of better employee performance, cost savings and even higher revenue. Staffino’s Employee Motivation and Recognition module is an optional addition to our feedback solution. We highly recommend it for the reasons mentioned above and many others.
If this module is activated, every time a customer leaves positive feedback for the employee, the feedback is automatically shared with the employee in their personal account. Supervisors can additionally comment and praise the employee via the Internal Discussion, reinforcing the behaviour and furthering the motivational effect.
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Employee Gamification: Nurture Engaged and Motivated Agents
On top of that, this particular client opted in for our Employee Gamification module. It allows every agent to see how they are doing within their team. Moreover, they can see their team’s ranking relative to others, which promotes friendly competition. Some of our clients go even further and add screens to their offices, live-streaming all positive feedback that is coming in.
To the surprise of many companies, on average, 80% to 90% of incoming monthly feedback via Staffino is positive. Although writing an open-ended feedback verbatim within positive feedback is optional, 84% of customers choose to do so. We attribute these high figures to the fact that our solution enables a personalised, humanised, and engaging feedback experience for the customers.
These are just a few examples of impactful positive feedback that we have seen:
Find Out How Much Your Call Centre Can Save with Staffino
This calculation can be very complex when accounting for many factors that affect the cost of voluntary attrition. Our ROCX calculator focuses mainly on the elements that are easier to measure, such as recruitment costs, training costs and reduced productivity level of newcomers after the training period.
Other elements can be hard to measure, and we do not include them in our calculator. Some of these elements are, e.g. additional coaching time, additional work for IT teams to get new employees set up, brand image impact, etc.
Therefore, our calculation reflects only a portion of the obtained value, and we assume even greater savings.
Would you like to learn more about our approach? Or see how much your company could save on attrition by using Staffino? Try our free demo today or reach out through our contact form!
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