Despite the contact center industry embracing the transition to the cloud, remote working, and the rise of AI and automation, companies are faced with sagging morale. Research from Balto, a contact center firm, shows that every year 30 to 45 percent of contact center employee leave for voluntary or involuntary reasons.
Furthermore, Deloitte research shows that the cost of losing an employee can be up to twice their salary.
But not all companies are struggling to retain staff. In fact, some companies, like CX vendor Five9, might actually be struggling with too many candidates, driven by their strong reputation as well as gleaming employee reviews on sites like Glassdoor.
So how do they do it, and how can contact centers apply some of that secret sauce to their own operations, creating a workplace that employees will fight to stay at?
Here are some of the top things employees care about, gleaned from reviews of some of Glassdoor’s top remote and hybrid companies.
Flexible Working
While it shouldn’t come as news, given millennial employees’ focus on work-life balance, flexibility was among the most mentioned positives for Glassdoor’s top companies.
Dropbox, for example, has “non-linear” workdays that let employees schedule their day as they see fit, apart from a few core hours.
Tech giant SAP works similarly, with a flexible-first working policy that allows staff to set flexible work schedules, so employees can decide when they work aligned with business needs.
Workplace Perks
Atlassian, one of Glassdoor’s consistently highest rated companies, rewards employees with unique perks, such as paid volunteer days for staff's favorite causes and a remote working allowance.