A surprising trend is emerging in the busy world of contact centers, where customer service is a 24/7 operation.
New employees (agents) appear more satisfied than their longer-tenured counterparts, which has puzzled many managers (SEE CHART 1). This discovery comes from an analysis of various recent research projects carried out by us on contact center workers around the world.
The data tells the story. From our research into contact center workers and their job satisfaction, among employees with less than a year on the job, 74% reported feeling satisfied or very satisfied.
But that figure drops to 66% for those employed between one and two years, and then it drops again to 61% for employees with more than two years of tenure.
New employees appear more satisfied than their longer-tenured counterparts, which has puzzled many managers.
This “new job enthusiasm” effect raises questions about how companies keep their staff happy in the long run.
What Really Matters To Employees?
One of our research projects asked a wide range of questions to determine what genuinely matters to contact center employees.
The findings (SEE CHART 2) were clear: a positive work environment, salary, job security, and work-life balance topped the list, with three-quarters of all respondents rating these factors as extremely important to them.
What About Career Growth?
Career growth also plays a major role in keeping employees satisfied and engaged. 83% of respondents say it is a key factor (very or extremely important) in their job satisfaction. However, our employee engagement research has found that only 50% say that they can see desirable growth opportunities within their organization.
...call center agents are at high risk of becoming disenchanted with their positions...
Moreover, only 60% feel that their organization provides them with enough opportunities to learn or develop.
The gap between the importance employees place on career growth, and their perception of available opportunities, suggests call center agents are likely to become frustrated and disengaged over time.
The lack of perceived learning and development may further exacerbate feelings of stagnation in their roles. Consequently, call center agents are at high risk of becoming disenchanted with their positions and seeking employment elsewhere, potentially leading to increased turnover rates and decreased job satisfaction.
Money Matters, But It’s Not Everything
Unsurprisingly, salary remains a high priority, with 94% of workers saying it’s very or extremely important to them.
However, when asked whether they are paid fairly for the work that they do, only 44% of U.S. contact center workers agreed that they were.
Interestingly, in some of our other research (SEE CHART 3), when we asked why the respondents chose their current job, only 47% said that the salary and conditions helped influence their choice.
More employees pointed to career growth opportunities (71%) and a positive work environment (54%) than the pay and benefits. The research suggests that while a competitive salary is important, it’s only one of many factors attracting and keeping people in their roles.
The Manager-Employee Relationship Is Key
Perhaps one of the most striking findings relates to managers. 95% of employees said having a good relationship with their manager is very/extremely important.
The data reveals a strong correlation between employees’ views of their managers and overall job satisfaction. When workers feel their team leader cares about their personal wellbeing, they are 3x more satisfied with their jobs and 3x more likely to remain with their organizations.
Workers also look to have an open relationship with their managers, where feedback can be a two-way process. When staff feel they work where their feedback isn’t valued, it negatively impacts their satisfaction. However, when staff feedback is not only heard but also considered and acted upon, it can greatly impact satisfaction and retention in a positive sense.
Perhaps one of the most striking findings relates to managers. 95% of employees said having a good relationship with their manager is very/extremely important.
Our global research has identified that when staff believe their team leader or manager values their feedback, job satisfaction triples, and they are twice as likely to stay on.
Why do People Choose Contact Center Work?
Our research has also explored why employees are motivated to work in contact centers. In addition to the pay (SEE CHART 4), some of the other common reasons include the opportunity to interact with diverse groups of people (55%), improving their own people skills (47%), and the stability of working in a growing industry (53%).
These responses suggest that many employees are drawn to the contact center industry for reasons beyond just a paycheck.
How Employees Prefer To Be Acknowledged
We found that recognition preferences vary among contact center workers (SEE CHART 5). 47% of employees prefer rewards or prizes, 27% appreciate verbal praise from their boss, and 11% enjoy recognition in front of their coworkers.
Interestingly, there were only 1% of workers who said they don’t like to be recognized, showing that almost everyone values some form of acknowledgment for their efforts. But our research has found that only 66% of employees say they receive praise or recognition for doing their job well.
Acknowledging the hard work and dedication of the contact center workers can significantly boost their morale and job satisfaction. When frontline staff feel valued and appreciated for their contributions, they are 3x more satisfied with their jobs and 2x as likely to stay with their current organizations than when they don’t receive recognition for their efforts.
The Tools To Succeed
Our research has also examined whether employees feel equipped to do their jobs well. While 76% of workers said they had the necessary tools and resources (headsets, CRM and telephony software, knowledge management tools, etc.), 24% said they lacked them. This gap could influence job satisfaction for a significant portion of the workforce.
Room For Improvement
Based on the findings from our employee engagement research, only 66% of workers in the contact center industry feel satisfied with their current job (the frontline employees are the least satisfied and the managers are the most satisfied).
In a separate study we carried out, only 59% felt highly engaged. These figures suggest significant room for improvement in how contact centers keep their employees happy and motivated.
Why Does Employee Engagement Matter?
Our research confirms a clear link between job satisfaction and the likelihood of workers wanting to remain with their organization. Frontline employees who are satisfied with their jobs are 4x more likely to say they want to continue with their current organization in the upcoming 12 months than those who are dissatisfied.
Acknowledging the hard work and dedication of the contact center workers can significantly boost their morale and job satisfaction.
Taking this a little further, we can look at the other positive outcomes of having a highly engaged workforce. Unplanned absenteeism is reduced, organizations spend less time and money on recruitment and new-hire training, less time is spent on “HR” issues, and knowledge retention is increased. Talent is easier to attract, and the workplace gains a better reputation in the market.
Key Takeaways and Recommendations For Improvement
The findings from our research highlight several critical areas where contact centers can focus their efforts to improve employee satisfaction and retention.
Implementing the following recommendations requires a commitment from leadership to invest in their employees’ growth and wellbeing.
...contact centers can create an environment that not only attracts new talent but also nurtures and retains experienced employees.
While it may require significant effort and resources, the potential benefits of improved employee satisfaction, reduced turnover, and enhanced customer service make it a worthwhile endeavor for any contact center aiming for long-term success.
Create Clear Paths for Career Growth
- Implement a structured career development program that outlines potential career paths within the organization.
- Provide regular training and upskilling opportunities to help employees progress in their careers.
- Conduct quarterly career discussions with employees to understand their aspirations and align them with organizational goals.
- Consider implementing a mentorship program to support employee growth and development.
Offer More Flexible Work Schedules
- Introduce flexible shift options that allow employees to better balance work and personal life.
- Explore the possibility of remote or hybrid work arrangements where feasible.
- Implement a scheduling system that gives employees more control over their work hours.
- Consider offering part-time or job-sharing opportunities for those seeking reduced hours.
Ensure Competitive Pay and Comprehensive Benefits
- Regularly benchmark salaries against industry standards to ensure competitiveness.
- Develop a transparent pay structure with clear criteria for raises and bonuses.
- Offer a comprehensive benefits package that includes health insurance, retirement plans, and paid time off.
- Consider introducing performance-based incentives to reward top performers.
Build a Positive Company Culture
- Foster an inclusive environment that values diversity and promotes teamwork.
- Organize regular team-building activities and social events to strengthen relationships among employees.
- Implement an employee feedback system to continuously improve the work environment.
- Recognize and celebrate individual and team achievements regularly.
Train Managers to be Effective Leaders
- Provide comprehensive leadership training to all managers, focusing on communication, coaching, and employee development.
- Implement a regular feedback system between managers and their teams.
- Encourage managers to hold one-on-one meetings with their team members to address concerns and provide support.
- Assess managers’ performance based on their teams’ engagement and satisfaction levels.
Provide the Right Tools and Resources for Success
- Regularly assess the technological needs of the contact center and invest in up-to-date systems.
- Ensure all employees have access to necessary information and resources to perform their jobs effectively.
- Implement a knowledge management system to streamline information access.
- Gather feedback from employees on tools and processes and act on their suggestions for improvement.
By addressing these key areas, contact centers can create an environment that not only attracts new talent but also nurtures and retains experienced employees. This approach can help bridge the satisfaction gap between new hires and veteran staff, leading to a more engaged and productive workforce overall.
In an industry where human interaction remains crucial despite technological advances, keeping skilled and engaged employees should be top of mind for leaders. Companies that address these factors will improve employee satisfaction and gain a competitive edge in delivering better customer service and operational efficiency.