MEANINGFUL WORK is the Answer

5th Talent Contact Center Work at Home Study 2020

Contact center employees want a mixed work at home model and they identify key challenges to long-term sustainability

5th Talent Work-at-Home Study Key Reading for Front-Office BPOs

5th Talent recently published a study on trends in work-at-home agent management.

We Discovered the Solution to the Turnover and Performance Problem

25%

Employee
Turnover

10%

Customer Satisfaction

Cost to Serve

MEANINGFUL WORK

5th Talent is the only company that helps you achieve a meaningful work environment for your people.

When companies use our methodology, they enable employees to find meaning in serving others. The result is lower turnover and higher customer satisfaction.

Testimonials

Working in the service industry is difficult, tiring, emotionally draining. But that's not what employees say who work in companies that implement the 5th Talent method.

Executive

The most important thing we have noticed is that the Facebook sentiment of our employees is changing for the positive.

Manager

I have been through a lot of courses for management, but this course is the first one that addresses what I need as a human in charge of other humans.

Employee

Thanks for messing with my head. Once you see GRIND, you can't un-see it! I am seeing it everywhere now, and I want to fix all of it.

People Want Meaningful Work

Meaningful work has never been more important than it is today, especially for Generation Z. Studies show that 70% of today’s employees want more meaning in their work.*

*Roffey Park Institute

Serving People is Meaningful

The defining characteristic of meaningfulness is that a person’s work makes a difference in someone’s life.

Grind Destroys Meaningful Work

Promoting meaningful work is not enough, because there are opposing forces that we call “grind” which is destroying the meaning your people find in their job. Grind is the leading cause of frustration, stress, and anxiety arising from the work they do.

Grind [grīnd] \ noun:
Wear and tear caused by pressure to give what customers want, while being restrained in the ability to do so

Why Do People Quit?

People tend to leave their jobs when the level of frustration, stress, and anxiety arising from their work outweighs the level of personal meaningfulness they receive from it. Our studies show that together meaningful work and grind can predict over 65% of a person’s intent to quit.

The 5 Talents are the foundation that enables your people to experience more meaningful moments in their work.

The 5 Talents Increase
Meaning and Engagement

The 5th Talent is the Most Important

Being Myself

Personal

Ownership

Serving

Authentic

Giving

Trust

Empowerment

Confindence

Strengths

Engagement

5thTalent Aligns What Everyone Wants

Companies Want

Loyal Customers

When employees are highly engaged, customer retention rates are 18% higher and earnings per share are 147% higher than their competition.

Employees Want

Meaningful
Work

70% of employees want more meaning at work.

Customers Want

Engaging Employees

8 of the top 10 things customers want relate to engaging employees, but only 1 out of 3 customers are getting what they want.

Roffey Park Institute
Rage Survey – CCMC
CVENT
Gallup

5th Talent Solutions

Meaningful Work

Program

Employees want meaningful work, customers want engaged employees, and companies want loyal customers and employees. 5th Talent is the only company that offers a simple program to align all three. By reducing service grind and developing 5 key talents this program will create a self-sustaining meaningful work culture, resulting in dramatically lower turnover, increased engagement, and higher customer satisfaction.

Excelling
at Home

This is a groundbreaking program that enables you to transfer success from the center to the home. Based upon industry leading research, our program teaches your employees to overcome the challenges of a work at home model. Your senior leaders, supervisors, and agents learn new skills to improve communication, reduce effort, and decrease isolation and loneliness.

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