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Employee Engagement and Retention: Consider This

Employee Engagement and Retention: Consider This thumbnail Image

Written By:

Ian Aitchison

September 2, 2022

Contact center managers often attribute high attrition to unfulfilling tasks and a lack of professional advancement opportunities. A critical factor to consider when designing an employee retention strategy is the level of employee engagement. Forbes explains employee engagement as “the emotional commitment the employee has to the organization and its goals.”

Forward-thinking leaders realize that a highly engaged workforce underpins organizational success. Continuous development programs that begin during the onboarding process are vital to any employee engagement strategy. High employee turnover creates a culture with ‘revolving door’ values that lead to poor employee experience.

Company culture and employee satisfaction go hand-in-hand. Reducing high turnover rates by increasing employee engagement benefits productivity and bottom-line growth. Of course, there is no one size fits all. However, positive feedback and recognition can help prevent your best talent from leaving too soon.

Team Leaders: The Key to an Engaged & Motivated Team

Research shows that an effective team leader can help improve employee satisfaction and retention. Honing a team leader’s skillset is fundamental to broader contact center employee engagement initiatives. In this webinar with Harte Hanks, we have a research-backed discussion about the impact of investing in team leaders.

COPC Employee Engagement Webinar

Boost Employee Engagement and Retention

When evaluating employee engagement within your organization, consider these three questions:

1. Are employees enthusiastic about serving customers and providing a superior experience?
Chart depicting the portion of full-time frontline staff that leave each year and need replacing.

We can all agree that it is noticeable when someone is passionate about their work. When evaluating levels of engagement, notice whether there is a drive to provide the best experience possible. To do this:

  • Observe how individuals engage in conversations about their projects.
  • Be aware of the tone in which they answer emails or phone calls.
  • Listen closely to follow-up questions to better enable staff to reach their goals.

These three things indicate a desire to serve a greater purpose within the team and organization. Give employees the recognition they deserve when you notice the amount of effort someone puts forth.

2. Do employees collaborate with their team members and managers in solving problems, improving performance or assisting others?
length of time staff stay in their role

Collaboration is another crucial element when looking at an employee’s level of engagement. Engaged employees will turn to whoever is necessary to solve a problem that stands in the way of achieving their goal. Ensure open communication and a healthy exchange of ideas are happening daily. Capitalize on opportunities to show up for your team— support them and express care for their well-being.

Genuine interest and proper guidance inevitably lead to higher productivity as employees strive for success. Each time they meet their goals, it leads to greater job satisfaction. By helping staff navigate their career journey, leaders will reap the rewards of increased productivity and retention.

 3. Do employees take ownership of their performance and development, seeking new learning opportunities?

Finally, engaged employees will want to develop and improve their performance. Engaged employees are aware of their downfalls and find ways to continue to grow. As a leader, take notice of the growth opportunities your employees participate in.

Try asking about new books they are reading and passing along new opportunities. You can encourage them to participate in training classes and webinars on company time. Be mindful of employees actively seeking new learning opportunities as it shows a yearning for professional growth.

Additional resources around timely issues affecting contact centers and customer experience are available in our Global Benchmarking Series 2022.
Additional resources around timely issues affecting contact centers and customer experience are available in our Global Benchmarking Series 2022.

Organizations can boost retention rates by engaging staff and giving them the necessary tool for long-term success. When managers remove obstacles, agents can perform well and meet expectations, increasing productivity, retention and bottom-line growth.

Get More Insights: Employee Engagement Research Series

Employe engagement research series mockup

Our research aims to provide CX leaders with the most comprehensive and in-depth insights for organizations to incorporate into broader strategies. You’ll learn how satisfied contact center staff are with their jobs, understand what drives employee satisfaction and distinguish the differences between countries.


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