Engagement Affects Not Only The Contact Center
We call center leaders and practitioners frequently talk about engagement, or the lack of it, and the effects on the contact center; higher attrition, lower FCR, lower customer satisfaction scores, etc.. However, the impacts to the business far outweigh those to the contact center. Consider your average revenue per contact, and then consider how many poor interactions your actively disengaged agents are having, and the resulting loss in revenue. Or, consider the number of purchased product questions you receive in your contact center, and how many poor interactions your actively disengaged agents are having, resulting in product returns or lifetime loss of revenue in your retail outlets. Consider all of the calls escalated by your actively disengaged agents, resulting in higher back-office costs.
It shouldn’t be only the contact center leadership that is concerned with the level of engagement in your contact center. We can easily measure the impacts to the contact center; higher attrition, higher shrinkage, lower FCR, lower NPS or sat scores. But all of this really pales compared to the lost revenue, lost loyalty, lost customers and higher product returns that result from engagement issues in the contact center.
I devote an entire chapter in my book, Contact Center Excellence (available on Amazon and other outlets), to engagement; what it is, why it is important, and how to improve it.