Executives Online found that most contact centre managers believe boosting staff morale should be tackled before service issues. 44% of contact centre managers say that staff turnover is the main factor they use to gauge the health of a facility, with 17% saying that high absenteeism is a major signn of problems.
The research coincides with the publication of Contact!, a new report into the contact centre industry by Executives Online. According the research, the key indicators for gauging the health of a contact centre are:
· Staff turnover - 44%
· Service levels - 20%
· Absenteeism - 17%
· Cost of calls - 11%
· Productivity - 8%
Contact!, written by experts from Executive Online's own talent bank of senior contact centre managers, reveals how contact and call centres have become vital to modern businesses, used in everything from customer support to marketing. But the report also covers controversial issues, such as working conditions, to show how contact centres can damage a company if they are poorly managed or morale is low.
Norrie Johnston, managing director of Executives Online, says: "Anyone who has ever suffered poor service from a contact centre will understand how damaging that can be for a company's reputation. Our research reveals that good staff morale is key to a healthy contact centre and that in turn will
deliver good customer service.
"This new report shows that the UK's top contact centre managers understand the vital role staff play in a well managed and effective contact centre.
Contact! shines a spotlight on the growing importance of contact centres in business and is a must-read for anyone serious about improving customer service."
Contact! is available free of charge from Executives Online's dedicated website www.callcentremanagementonline.co.uk The company has built up a reputation for supplying highly skilled and experienced contact and call centre managers, with now over 100 candidates on its books.
