Also, the finding showed that the proportion of employees termed as ‘very committed’ could be improved, with only18 percent feeling as such.
With over 30 percent of the one million people working in contact centers in the U.K., CCA Census 2010-11 surveyed around 246 respondents and the results showed that 73 percent of the organizations had staff who were ‘often committed’ with around 8 percent of staff being ‘rarely committed.’
According to CCA Chief Executive, Anne Marie Forsyth, contact center staff frequently bears the brunt of customer concerns and complaints in addition to being worried about their own job security. However, employee engagement has been relatively high among CCA membership.
In a press release, Forsyth said, “CCA is leading a drive to help members raise the bar on engagement levels even higher in order to deliver consistent world class service. We need a renewed emphasis on people issues to reflect the seismic change taking place in customer contact. Performance throughout the recession has been good - our census shows that 82 percent of our members have had ‘very active’ engagement with customers and 79% are committed to personal development of employees.”
At the CCA Convention 2010 to be held at Glasgow, the census findings and the implications for contact centre performance will form part of a high level debate on the sector. Three core issues will be talked at the Convention including customers, technology and people.
Delegates will be able to tap into the CCA Intelligent Network comprising of the combined insights of CCA Industry Council, CCA Research Council and CCA Customer Experience Council. Panel of experts at the Convention will include Ben Page, Chief Executive of Ipsos Mori, Professor Carsten Sorenson of the London School of Economics and others.
A special motivation session will also be conducted to boost performance hosted by former England rugby captain Lawrence Dallaglio, who now works for the Listening Company.