Contact centre employee satisfaction improves but retention still a problem

Employees in Australian contact centres have been rated as ëmoderately satisfiedí and have experienced a 10% increase in overall satisfaction over the past year, according to the 2007 Kelly Services Contact Centre Employee Satisfaction Benchmarking Report.

The study found that satisfied employees are much more likely to be team leaders rather than customer service representatives and are more likely to be working on inbound calls only, rather than a combination of inbound and outbound calls.

The Report has been produced annually by Kelly Services since 2003 in conjunction with research firm, callcentres.net. It examines a wide range of factors that contribute to best practice in managing a contact centre workforce.

Despite the increase in employee satisfaction, the proportion of employees who intend to leave the industry at their next job has increased from 33% in
2006 to 41% in 2007.

Employees aged over 30 and team leaders are significantly more likely to stay in the industry than other employees. Males are much more likely than females to leave the industry.

James Bowmer, Country Manager for Kelly Services, said the study highlights the complex array of factors that contribute to a high performing contact centre.

ìThe results of this research will be critical in assisting management in call centres to identify, forecast and proactively develop strategies to increase performance and improve retention.

ìThese variables enable call centres to benchmark themselves against others in the industry and help managers delegate their time and money into achieving improved resultsî, he said.

The study uses a diagnostic tool that examines the specific factors that contribute to individual job satisfaction and effectiveness.

Contact centre employees tend to be most satisfied their relationships with peers and supervisors, and with their uptake of skills. They are most concerned with issues surrounding flexible working hours and the level of incentives.

Employees rated effective communication from managers as the most important attribute of their job and effective supervision as the least important.

The most effective employee retention strategies in contact centres revolve around flexible work conditions, reward and recognition programs, and career planning.

A total of 718 respondents from 18 contact centres participated in the study including 583 agents and 109 team leaders. Contact centres ranged in size from 6 to 190 seats.

Participating call centres receive a customized report from callcentres.net which compares the centreís satisfaction levels against the industry benchmark. The findings are being presented at industry events in Sydney, Brisbane and Melbourne.

For more information or to request a copy, go to: