A TRUE Story: How a Simple Strategy Increased CX, Increased Employee Engagement, Reduced Turnover

This is a TRUE story about a simple strategy that most contact center leaders have forgotten, or worse ignored.

It's all about employee engagement. We all know that CX is directly linked to employee engagement, yet too many leaders including the board of many companies are reluctant to invest in their people for fear of losing them. Yet we have proof that investing in staff has the opposite effect.

If you want to dramatically enhance your contact center performance it is time to invest in your team.

The TRUE story:

The leader at a large banking contact center wanted to turn their service around - it was not considered good. Service levels were not great, CX and employee engagement not where she wanted them, performance lower and turnover of staff was higher* than she wanted.

[*Note every lost staff member costs your company around 50% - source SHRM - of their annual salary and that does not include negative word of mouth!]

Looking for a unique way to address this, the leader turned to ContactCenterWorld.com and our unique global awards program. It's a program that 80+ nations compete in and finalists have to present in front of their peers (not a closed panel) who vote.

The leader got her top performers involved - they competed for a chance to be in the ContactCenterWorld.com award program and if they were successful and reached the finals, the company supported them by allowing the finalists to travel to the regional finals where they presented, met industry leaders from other companies who inspired them and also took away ideas that could help everyone improve their center.

The awards are in their 20th year now, are tough to win and the most prestigious in our industry. In fact the award program is so unique there are 20 differences between these and other awards every leader should know about! Check out the unique differences chart on our awards webpage www.ContactCenterWorld.com/GTRP

The leader was smart - she realized allowing her agents, supervisors, operational managers and even support staff to compete performance went up across the entire center because everyone wanted to be in the awards team.

RESULTS

Stats many of you would love to have!

• Attrition down 79%
• Service level up 400%
• Employee engagement 99%
• Customer Satisfaction 98%
• NPS 76%

Today, this center is the #1 rated Mega Contact Center in the World!

Back in 2022 they were the FIRST center in the World to be CERTIFIED WORLD CLASS by our Global association

The underlying success of this center is the focus on people. Allow your staff to compete in the most prestigious and toughest awards program and you could see performance go up and get all the same benefits as this leader and others like her do.

This leader is not alone - many of the best contact centers in the world compete in the Global Top Ranking Performers Awards from ContactCenterWorld.com/GTRP

But remember not all award programs are equal

If you truly value and want world-class performance from your team put them into the program that more and more are calling the Olympics of the Contact Center World!

... and to all the BPO companies out there who talk about your people being the best - PROVE IT - let your agents, team leaders and operational managers compete and then you can actually show potential customers you do put your money where you say you put it!