The Impact of Contact Center Employee Engagement on Customer Service Quality

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mployees are a valuable asset for any company. The engagement of contact center operators directly affects the quality of communication with clients and the productivity of the company. Employee turnover in customer service is often high, as many view this work as a temporary step on the path to a career. Also due to the fact that employees from the consulting field are most often subject to burnout syndrome (according to the hh study). This is due to the fact that they constantly work with people, take on a large flow of requests from clients and process all objections and negativity.

In this article, we will consider india mobile phone numbers database the main problems that affect the decrease in the engagement of support service employees in their work, and also offer ways and tools to solve them to help and increase the motivation of contact center operators.



Operators who are passionate about their work show more initiative, try to help customers with their questions quickly and efficiently, trying to exceed their expectations. As a result, customer satisfaction increases, the number of complaints decreases, and trust in the company increases.

Employee engagement also increases the overall efficiency of the company. When operators feel important and supported by the company, they work harder and solve problems faster. This allows the business to save time and resources, as well as increase its competitiveness in the market. According to a study by HH.ru, employee engagement has the greatest impact on labor productivity (according to 70% of respondents) and staff turnover (60% of respondents). Therefore, it is very important to constantly maintain a high level of employee engagement.