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Call Centre Employee Engagement Specialists

Despite common perceptions, employee engagement is always a focus for contact centre managers for a variety of reasons.

Engaged employees in a contact centre are more productive, stay longer and there is a link between happier employees delivering an improved customer experience. 

But getting your workforce engaged isn't an easy task and it takes more than just sending out an employee satisfaction survey once a year and patting yourself on the back!

In Australia, the latest contact centre industry research revealed that:

  •  The average attrition in call centres (in 2024) is 27%; however, it is much higher in larger contact centres with over 500 seats (43.4%).
  • 34% of contact centres measure employee satisfaction at least annually, 27% bi-annually (learn more about Employee Pulse Checks). 
  • The average tenure for a frontline agent is 22 months.
  • The main reason agents are seeking alternative employment in 2024 is financial reasons and to pursue a different career.

How to Improve Employee Engagement in Call Centres

There are lots of components to improve employee engagement for call centre employees, including:

  • Having genuine care for your employees
  • Being flexible
  • Providing good leadership
  • Empowering employees with the right tools
  • Getting your recruitment right
  • Challenging your employees
  • Provide training and development opportunities

You can learn more about tips and hints on how to boost employee engagement on the ACXPA website or contact one of the call centre employee engagement specialists below, who can help you directly.

You may also be interested in related consulting disciplines including contact centre optimisation, gamification or call centre health checks that can often reveal the underlying causes. 

Search Call Centre Employee Engagement Specialists

Reach out to the call centre employee engagement specialists below, or use the search filter to find consultants with other specialisations. 

You may also be interested in trainers who specialise in call centre employee engagement.