Revolutionizing Contact Centers: Enhancing Agent Productivity and Satisfaction Through Branded Call Solutions
Contact centers are infamous for their exceptionally high rates of agent turnover and attrition. As per a 2021 survey conducted by NICE among contact center agents in the United States and the United Kingdom, the attrition rate in these regions was an astonishing 42%. This represents almost twice the average employee turnover rate, typically hovering around 20%, that other industries contend with.
The survey pinpointed various factors contributing to this elevated agent turnover. However, there’s an additional crucial factor that significantly influences agent satisfaction and employee retention: the level of ease, or lack thereof, in establishing meaningful connections with customers through the voice channel.
What Agents Want:
As per the same survey, nearly 75% of customer service agents revealed that improved compensation has the most significant influence on their decision to either stay in their current job or seek other opportunities.
However, it goes beyond just pay; agents also seek assurance that their employers are dedicated to not only their financial stability but also their career development and job contentment.
Nevertheless, only 30% of agents believe their organizations are actively investing in the retention of contact center agents. Additionally, 38% of agents feel that contact centers are making minimal or no efforts in this regard.
These findings underscore that agents are no longer willing to wait for businesses that do not prioritize their needs and preferences.
Moreover, when nearly half of agents mention that they willingly left their previous positions in pursuit of opportunities that could better cater to their requirements, it becomes evident that agent satisfaction is a significant concern within the industry.
To retain talent and demonstrate a commitment to investing in your agents, Branded Communication stands as a powerful asset in your arsenal.
Branded Calling is a Contact Center Game-Changer:
Branded Communication represents our innovative branded calling solution, revolutionizing the phone call experience.
INFORM® is a customized branding solution consisting of 32 characters, allowing all outgoing calls to display the caller’s business name and the purpose of the call.
With this enhanced visibility, individuals readily answer their calls; a significant 75% of consumers express a willingness to pick up when they see the business’s name and the call’s purpose displayed on their mobile device.
An Agent Time Saver:
Repeatedly calling a client without any assurance of them answering can be extremely frustrating and mentally taxing for agents. When more individuals respond to the initial call attempt, agents avoid the inefficiency of making redundant calls. This saved time directly equates to cost savings.
In a 2022 Forrester TEI Report commissioned by First Orion, a contact center manager in the healthcare sector illustrated the substantial financial benefits their contact center reaped from implementing INFORM.
Following the deployment of INFORM, the organization witnessed an impressive 8% rise in agent answer rates, leading to nearly half a million dollars in savings by reclaiming agent time!
Increase Callbacks:
Callbacks can be a source of frustration for both customers and agents alike. Think about how often you can actually pick up calls in real-time. Customers are no different, which underscores the significance of effective branding in call history.
With Branded Communication, you can put your worries about whether a client will return your call after a missed connection to rest. This innovative solution preserves a business’s branding in the call log, encouraging more customers to return missed calls.
Faster Conversions:
Clearly identifying calls not only leads to a higher answer rate but also accelerates the pace of conversions.
Balboa Digital, an expanding call center, faced a challenge in getting customers to respond after submitting form-to-call loan applications. However, once the contact center integrated Branded Communication into its outbound calling approach, it experienced remarkable results: a staggering 54% increase in overall conversions and an impressive 76% surge in first-call conversions!
Increase Team Moral:
Content employees not only contribute to job retention and reduced turnover rates but can also clandestinely enhance productivity.
A study conducted by Oxford University unveiled that contented workers exhibited a remarkable 13% increase in productivity compared to their unsatisfied counterparts in the workplace.
Thanks to the elevated rates of call response, conversion, and engagement facilitated by INFORM branded calling, agent satisfaction and overall employee morale are poised to experience a significant upswing!
Give Your Team The Tools They Need To Be Successful:
Branded Communication is a contact center game-changer with proven results that boost employee morale and reduce high turnover rates.
Want to see what a branded call can do for your business? Try a free demo of Branded Communication and see the difference a branded call makes!
