By Sabio Group
Are you in danger of leaving your people behind?
Despite the upheaval caused by Covid-19, the annual rate of attrition among UK contact centre advisors remained at around 15% to 20% in 2020. However, we are now starting to see a crisis in the industry, with attrition rates soaring.
With the estimated cost to replace and train advisors in a 500-seat contact centre each year said to be over £1m, many businesses are looking at new ways to bring down attrition rates – and improve customer experience as a result.
Digital and automation initiatives may transform contact centre efficiency, but they’re also fundamentally changing the nature of today’s contact centre advisor role. With your people left handling only the most urgent, complex and emotional interactions, this workload is placing huge pressures on your contact centre teams.
That’s why it’s time to turn your technology focus inwards – backing your advisors with the same innovative solutions that you’re already using to support your customer journeys. At Sabio we call this Human Service.
Our latest eBook explains how adopting such a Human Service approach can help unlock the true potential of your #1 asset – your people. We also identify how effectively supporting contact centre teams with the right technology and solutions can play a key role in starting to address worryingly high advisor attrition rates across our industry.
We also highlight the importance of monitoring advisor wellbeing, and discuss how delivering focused customer journey support can play a key role in reducing advisor frustration.
Download now to find out how you can support your advisors as they adapt to world of longer and more demanding interactions.