Attrition highly correlated with employe-manager relationship — Centrical survey
More than half of contact center leaders believe that a company’s attrition rate is highly correlated with the quality of the employee-manager relationship.
In a survey released by global Software as a service (SaaS) company Centrical, 52% of respondents agreed that the workplace relationship of a manager with his team could affect the company’s attrition.
Centrical CEO and Founder Gal Rimon attributed these results to the increasing demands of the customers.
“Employees are doubling down on their expectations, customers are more demanding than ever before, and to remain successful you must invest in your frontline employees and put them at the center of your business.”
To address this, 90% of contact center leaders indicate that improving the employee experience is a top priority of their firms for 2022-2023.
Meanwhile, 50% of contact centers will add gamification to their operations to help reduce attrition rates, among others.
Centrical’s latest industry report is a compiled feedback from 245+ contact center leaders from around the globe with company sizes ranging from 101-10,000+ employees.
