It can be exhausting opening email upon email only to find that someone else wants “five short minutes” of your time to complete a survey. Obviously we have to pick and choose which ones we want to participate in, but I urge you to pay close attention to the ones that are directly related to your industry. This research helps all of us figure out national trends, best practices, and tips for success.
One of my favorite reports from last year was The Global Contact Centre Benchmarking Report that was researched and published by Dimension Data. This report had representation from 546 contact centers located across 66 countries and five continents.
The report does a nice job outlining all of the key findings and summaries for the year. For me, one of the most interesting bullet points was about turnover.
“Staff Turnover – a costly exercise. This year’s results reflect an overall annual staff turnover of over a third, a significant deterioration since the last Report, and perhaps somewhat explained by industry-wide cutbacks over the period. For any contact centre finding itself in a growth period, the challenge of replacing over a third of its staff per year, as well as having to find new staff, can be serious and costly in terms of the loss of knowledge and experience.”
Have you seen a similar turnover rate in your contact center? When budgets are cut, are employees the first to go? This led to my curiosity about working from home.
“Homeworking growing in popularity. Homeworking is on the rise across every region. The US has the largest proportion of homeworkers, the number doubling since 2009, while Asia-Pacific has overtaken Australia and New Zealand, to occupy second place. The number of homeworking agents in Europe has tripled, while the number in Africa and Middle East has seen a small rise, perhaps an indicator of technology improvements and fewer bandwidth issues. The Technology sector uses the most homeworkers, while Consumer Goods and Retail and Financial Services use them the least.”
It’s nice to see the increase in organizations allowing their employees to work remotely. I first heard of this becoming popular in the States when gas prices were soaring. I knew several large organizations that only made it mandatory to be physically present in the office 3 days a week. In many ways working from home is a wonderful way for organizations and employees to save on costs. This might be worth thinking about before deciding to cut hours or workers.
Whether you’re interested in learning about the management best practices or the latest technology trends; surveys are great way to get and give vital information. What are some of your favorites?