The Benefits of Tracking Contact Center Employee Engagement Over Time

By Matthew Ritchie


Employee engagement can no longer be dismissed as just a buzzword—it’s serious business, with companies all around the world investing in technology to help them capture and interpret information about workplace productivity and enjoyment, and find ways to improve it.

There’s a reason why.

According to Gallup, less than one-third of workers in the United States are engaged in their jobs. (Worldwide, that number shrinks to just 13% of all employees.)

But those that are engaged have higher levels of productivity, deliver better customer satisfaction and experience 25% to 65% less attrition than their peers. (On top of that, according to a previous study, companies with engaged workers have 6% higher net profit margins compared to unengaged workplaces.)

That said, fostering an engaged workforce doesn’t happen overnight, and consumers should be wary of one-and-done solutions that promise instant results.

Sure, you may gain a few actionable insights on the first day. But the longer management teams track employee engagement—whether that’s through customized contests, quizzes, or performance—the more information they’ll receive about how it affects key performance indicators, turnover, and the customer experience as a whole.

Rome wasn’t built in a day, and neither is the perfect workplace. Like everything that’s worth doing, patience and perseverance pays off.

Look below to find three reasons why contact centers need to track employee engagement over time—preferably through a trusted employee engagement platform—if they want to have a fully engaged, more profitable workplace.

Annual Surveys Are Never Enough

For many managers, surveys often come to mind when thinking about employee engagement.
The reason? Collecting information—either through a survey or otherwise—can take weeks, if not months to receive, and acting on the insights gleaned from them can take even longer.

Annual surveys make company heads feel as if they’re doing something to show employees that someone is paying attention to their enjoyment and productivity. But in the same way a scientist would never observe and collect data from just one source to create a complex theory or conclusion, contact centers should monitor employee engagement by collecting multiple pieces of data to make decisions about their business. If not, it can be easy to mischaracterize workplace behavior and the engagement levels that result from it.

Thankfully, employee engagement platforms like nGAGEMENT make it easy to automate the collection of data and engage employees at scale—if you want to skip ahead, click here to learn how.

Attracting and Retaining Talent Takes Time

Thinkpieces on employee engagement often cite attracting and retaining high-performing employees as two of the top challenges facing companies. Not only does employee attrition cost contact centers tons of time, money, and energy when it comes to filling job positions, but finding ways to help those that are still there or struggling can be a convoluted process without the proper tools.

That’s why it’s important for managers to remember that the cost of replacing an employee is a lot more than improving upon the strengths and fixing the weaknesses of a current one.

Employee engagement software allows employers to track agent KPIs, productivity, and progress over time, and, in some cases, even use game-like mechanics to set and achieve goals that affect a company’s bottom line.

Feedback is important for both employees and employers. Through prolonged data collection and goal setting, contact center managers can identify weaknesses in their staff and come up with ways to improve it.

Forming Habits Is a Process

Metrics on their own don’t drive progress, actions do.

But, as countless studies have shown, it can take anywhere from three-to-four weeks for new habits to form, and to see results from them.

When it comes to employee engagement, managers need to perform due diligence and help form positive habits over time before altering the game plan. The best way to do that? Daily activities that test skills and drive engagement over a prolonged period.

Why? Because companies that don’t base their employee engagement on consistent testing, monitoring, and improvement may find themselves repeating objectives and seeing the same results.

Remember: personal growth doesn’t happen overnight. Create an environment that allows contact center agents to learn and expand upon their skills and development.

Understanding what drives your workforce takes time, and those who act too soon risk not digging deep enough and only scratching the surface when it comes to their employee engagement problems.

nGAGEMENT gives contact center managers and agents alike a holistic view and control of their engagement. Click here to learn how.