top of page

The Crisis in Contact Center Management
March 2024 - 5th Talent Contact Center Industry Report #5

The Crisis in Contqact Center Management.svg.jpg

The Crisis in Contact Center Management 

The customer experience is at a 17-year low, agent turnover remains high at 7-8% a month, and quiet quitting is at 59%. This crisis is severely impacting company profitability, leading to “The Great Termination” of leaders.

There is a Crisis in Contact Center Outsourcing

Contact center outsourcers are experiencing even higher agent turnover and worse performance than internal centers. Outsourcers are losing clients at an abnormally high rate, putting them in financial distress. Also, AI is a concern for investors because of the fear it will dramatically reduce the need for outsourcing. Within the next five years, 50% of of large to medium-sized contact center outsourcer brands could disappear because of consolidation.
 

Meaningful Work is a Win-Win-Win for Contact Center Leaders 

Meaningful work occurs when a person’s work makes a difference in someone’s life. The most important part of the employee experience is how they feel about their job, not compensation or the company they work for. If they find their work meaningful, it significantly reduces turnover (25-50%), increases engagement, and improves performance (10-25%). Meaningful work for leaders and managers comes from making a difference in their team members’ lives, thereby making meaningful work infectious.

Grind Destroys Meaningful Work
Agents experience “grind” when management is out of alignment with the customer, and the agent is caught between them. Grind destroys meaningful work, and poor management is its leading cause. When employees feel management is preventing them from authentically serving the customers, the agent will disengage during interactions because engaging is too painful. 

Experimenting is the Best Way to Get Buy-in From Executives

Because leadership is highly resistant to change, contact center leaders should experiment with a small group to implement a meaningful work proof of concept. Then, they can present the program's success to executive leadership, demonstrating a better way to improve profitability. The meaningful work program should eventually extend beyond the contact center. It is a universal approach that applies to everyone, regardless of their job level or department.

Summary of Key Concepts (Click to Download)

The Fundamental Principles of Contact Center Management - 5th Talent.png

5th Talent Contact Center Industry Reports

The Crisis in Contqact Center Management.svg.jpg

March 2023 - 5th Talent Report #5
The Crisis in Contact Center Management

The customer experience is at a 17-year low, agent turnover remains high at 7-8%% a month, and quiet quitting is 59%. This crisis is severely impacting company... 

WAH Study 2020.png

June 2020 - 5th Talent Report #1
The Work at Home Study

The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. It has led to a rapid and global shift of moving contact center agents and supervisors to a... 

The Leadership Challenge_2022.bmp

August 2022 - 5th Talent Report #4
The Leadership Challenge 

5th Talent International interviews contact center leaders from 76 companies from July 2021 to June 2022 to understand the state of the industry.  Many companies... 

Work at Home Study April 2021_edited.jpg

April 2021 - 5th Talent Report #3
The Work at Home Dilemma

This report outlines what we call the "Work at Home Dilemma." There are challenges to the sustainability of the work at home model, but employees do not want to...

Work at Home November 2020 Update.png

Nov 2020 - 5th Talent Report #2
Work at Home Fatigue

5th Talent International recently interviewed 41 contact center leaders regarding their shirt to a work at home model for their employees.  These leaders represented more than...

Contact Center Reports
bottom of page