IVR Blog

How IVR’s Have Changed the Contact Center Industry

IVR’s Have Changed the Contact Center

 

IVR’s…love them or hate them, they are an almost ubiquitous part of the contact center industry and have been around for a very long time. In fact, according to Wikipedia, the first commercial IVR system was built to perform order entry and inventory control back in 1973, although the technology was certainly in its infancy, and considered expensive and difficult to implement.

Since then, the technology has come a long way, and is now pretty much considered a standard part of any contact center that has any scale to it. The technology has also grown and changed to use Standards based programming like Voice XML, and more recently the acceptance of speech recognition via Siri and Amazon Alexa, Google etc has meant that more and more systems provide for input to be gathered via speech recognition rather than DTMF (Dual Tone Multiple-Frequency, also called Touch Tone).

There is a common misconception that IVR’s are the same as ‘automated attendant’s’. While they might these days be built using the same technology, an IVR is an application that provides information, or is used to perform transactions, whereas an automated attendant is simply built to route calls to a specific area. So, while an IVR may have an automated attendant as a front-end application, it provides much more benefit than a call steering application. For example, an automated attendant would play a message like "welcome to ABC company, please press 1 for sales, or 2 for customer service. An IVR however would be set up to play a similar message, but perhaps with an additional option ‘or press 3 for self-service." Choosing this option would allow the system to begin a dialogue that collects information from callers, such as customer number and password, and then allows suitable transactions to take place. Examples of this are in a banking environment where the IVR is used to retrieve an account balance, transfer funds, or pay a bill etc.

"While they might these days be built using the same technology, an IVR is an application that provides information, or is used to perform transactions, whereas an automated attendant is simply built to route calls to a specific area."

The Benefit of using an IVR

The benefit of an IVR over an automated attendant is that the IVR enables simple tasks, that would normally be performed by an agent, to be automated.  As a result, the agent has more time to work on more complex tasks. An IVR can be used to run many hundreds of instances of the same application, therefore allowing large amounts of callers to be serviced automatically, at the same time, 24 hours a day, 7 days a week. Because they enable many more calls to be serviced quickly and at significantly less cost, you can see why contact center managers love them.

The Introduction of CTI

When IVR’s first became commercialized, if a customer failed to complete their transaction in the IVR, and the IVR allowed the customer to be transferred to an agent (not always possible within the application, and a common complaint about IVR’s), then the customer had to begin their query again from scratch, identifying themselves again and requesting whatever it was they were wanting to do in the IVR.   As a result, Computer Telephony Integration (CTI) was introduced in the early 1980’s by ROLM Corporation, a US PABX vendor.  CTI allowed information gathered by an IVR application, or an agent, to be transferred to the agent’s computer, along with the telephone call so that the agent’s computer could do something with that information. This is generally known as a ‘screen pop’ and allows the call to be completed much more quickly and with a better level of satisfaction for the caller as they do not have to provide the same information multiple times. The CTI information also allowed for more intelligent routing decisions to be made.

The other cool thing about this type of technology is that it is very similar to “chat bots” and other newer automation technologies. They can all use the same basic logic structure, providing similar functionality, and using the same integration points to access information using a different input / output mechanism – IVRs using speech and voice processing whereas a chat bot uses text.

"CTI allowed information gathered by an IVR application, or an agent, to be transferred to the agent’s computer, along with the telephone call so that the agent’s computer could do something with that information. This is generally known as a ‘screen pop’ and allows the call to be completed much more quickly and with a better level of satisfaction for the caller as they do not have to provide the same information multiple times."

Considerations for use

With all this technology comes the hard part of deciding what to do with it. I come from the school of thought that says, “just because you can do something, doesn’t mean you should”. So, the first part is to decide what you want to achieve.  For example, is it to reduce agent head count and cost?  If so, automate every possible use case that you can. If, however it is to provide a better customer experience, then you should probably start by understanding what your customers want from an automated system. If the goal is somewhere between these two extremes, then you should be looking to automate as much as possible, while still making the experience for the customer as painless and simple as possible. To maximize take up rates on the IVR, ideally offer the customer something they can’t get any other way, such as 24 x 7 service; a shorter waiting time for an agent if they have tried and failed the self-service, or something else that is of value to your customers.

"To maximize take up rates on the IVR, ideally offer the customer something they can’t get any other way, such as 24 x 7 service; a shorter waiting time for an agent if they have tried and failed the self-service, or something else that is of value to your customers."

Auto-Attendant-vs.-IVR

 

What are the day-to-day benefits of an IVR?

So, what is in it for contact center agents and management? To put it simply, agents get the opportunity to spend more time doing more exciting work and less time doing the more mundane tasks. Given the cost of labor, management gets to increase throughput without increasing costs to the same extent. This level of engagement will create happier, more motivated agents, who will in turn, be better suited to serving customers. This motivation, unsurprisingly, will contribute to a more efficient contact center and increase customer satisfaction.

If you would like us to review your IVR configuration or know more about our IVR solutions contact us today.


Contact Center

Call Center status after COVID-19 Pandemic

Since the beginning of 2020 and the inception of COVID-19, contact centers have had to make adjustments as to the way we work and employees' daily lives. This shift in the workplace proved to be specifically challenging for contact centers and help desks. Agents were used to being in an office and not working virtually. The change to in-person and effectively assisting customers had to take place quickly and efficiently. On any given day, agents might experience more extended workdays due to higher call volume, handling of complicated subjects, and customer complaints, and aggravation.

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Supporting Remote Agent

Supporting and Engaging Remote Agents

Supporting-Remote-Agent

 

In the past year, businesses across the world have seen significant disruptions to their daily operations. For many industries, this has meant, changing the way they operate, enabling staff to work from home and trying to keep staff engaged regardless of where they are working from.  Below are some of the tools and strategies that we’ve seen implemented:

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Gamification

How Contact Centers Can Leverage Gamificaton

Leverage Gamificaton

Contact centers are always looking for new ways to ensure employee engagement and productivity, especially now that many agents work, at least some of the time, from home. For remote agents especially, it can be more difficult to plug into the culture of the office and stay engaged with the brand without the face to face interaction they would usually have in the contact center. This is where gamification can help. Contact centers can introduce gaming elements to motivate and engage staff while helping upskill and cross skill staff. It is an invaluable approach to increasing productivity for your workforce, whether they are working from home or in a contact center.Read more


Call-Design

4 Ways to Reduce Agent Turnover in Your Contact Center

Reduce Agent Turnover

One of the most significant challenges that contact centers face is an incredibly high rate of agent turnover, creating a cyclical problem where the Learning and Development team is continuously training new agents for them only to stay with the company for a couple of months. This can be expensive. In this blog, we have four strategies for contact centers that are hoping to retain their agents and reduce turnover.

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Contact Centre

3 Ways to Drive Agent Engagement in a Contact Center

If you know anything about contact centers, then you know that it can be hit or miss when it comes to how interested (or engaged) an agent is with their caller, or their job for that matter.

Just a little nudge in the right direction, and your contact center could be humming, but if you are like many contact centers, that ‘nudge’ needs refining, and there’s a new way in which you can do it. What contact center managers have realized is that their investment in training and development, along with employee satisfaction and engagement, is the best investment they could ever make.

According to an Aon Hewitt study, a mere 5% increase in employee engagement can drive an increase in revenue by 3% by the following year. On the back of this ‘new’ digital age brings to the forefront major advancements in technology particularly in artificial intelligence, robotics and of course, gamification (our personal favorite).

Employees that work in contact centers may at times feel not qualified enough to perform their required tasks to the best of their capabilities and hence feel slightly unmotivated and unambitious. Engagement among contact center agents is important to ensure employee satisfaction is attained.

In come companies like Call Design’s partner Datagamz who aim to optimize and radically improve the engagement and capability of contact centers by improving communication inside and outside the organization. They focus on gamification as well as analytics to provide insights, and throw a few games into the mix – which ultimately get’s everyone a little excited (and productive).

Here are 3 of the best ways gamification is used to drive agent engagement in contact centers.

  1. Gamification
    The concept of incorporating games into work has proved successful when the game is designed to improve productivity. Gamification taps into employees’ psychological needs for challenges, rewards, feedback and fun. Through Datagamz technology, the focus is on earning points, levelling up in games, having leaderboards and game targets that encourage employees to do better and ultimately be more competitive. It prides itself as a stakeholder in the incorporation of bringing fun into work – where an employee finishes a work-task and simultaneously levels up in a game. Constructive feedback will also be shared in the game, which is beneficial to all employees.
  2. Manage Employees using Game Console
    Frankly, nobody likes being micro-managed. With Datagamz’s solution, employers are able to keep track of areas they want to target to determine employees’ individual performance. Employees have the choice to either compete against or team up with their colleagues while completing tasks. Having a point system and rewarding employees for compliance encourages repeated positive behaviors.
  3. Recognition and Rewards
    Last but certainly not least is recognizing and rewarding employees’ performance. Announcing and displaying top scorers is one way to increase engagement and encourage others to follow in this direction or use Datagamz to reward high achieving employees with the freedom to play music of their choice upon accomplishing a milestone. Employees with exceptional knowledge and skills can easily be identified to help benchmark where everyone is at. Utilizing Gamification technology provides insights on employees’ motivations and engagement patterns. Recognizing their strengths and rewarding their good behavior will urge employees to keep up the hard work, hence increasing satisfaction as well as engagement overall. What more could you ask for?

https://datagamz.com/gamification/

https://insights.humancapital.aon.com/

https://www.calldesignNA.com


call Contact Centre

Play Your Way to a Higher Performing Contact Center

The biggest threat to the productivity of a contact center is a disengaged employee. If your team is disengaged with their work, the performance of your contact center will suffer dramatically. But what if you were able to make a game out of your employee’s performance? Making a game out of the mundane tasks that come with a contact center will not only increase the likelihood that these tasks will be finished, but it will also improve the quality of the work done on the task. If this approach can strengthen the integrity of the work for the smaller tasks, just think of what it can do for some of the bigger, more complex tasks that your agents face every day. Gamification is the answer to your employee engagement problems.

How gamification can help

Gamification is the implementation and application of gaming elements to encourage engagement with a product or service. We can utilize gamification to improve employee engagement to increase the performance of your contact center. These games are able to translate behaviors that improve productivity into badges, quests and challenges for all the players involved. Whether you are training your employees on a new product or trying to encourage the completion of mundane tasks, gamification will change the way your team works.

Driving performance with friendly competition

The success of your team may very hinge on the environment of their workplace. Automation is taking up more and more of the routine tasks of a contact center, so your agents are tasked with the bigger, more complex customer questions. Gamification can help facilitate an environment that engages your employees in competition to increase their productivity and on-the-job knowledge. Whether they are competing for the top spots on a leader board or levelling up in training activities, gamification can make your team members better employees through challenges that reward and empower them on a personal level.

Celebrate your success together

With gamification software, you have the opportunity to reward the employees who are doing well and celebrate their success publicly. You can utilize the screens in your contact center to live stream player progress, leader boards and achievements for everyone to see. Public displays of success are a great way to motivate disengaged or newer employees to join in on the fun, while also celebrating the good work of your engaged employees. When you can celebrate the success of the whole team at once, everyone wins!

If you are interested in implementing gamification solutions in your contact center, get in touch with someone from our team today.


Increasing Agent Satisfaction with Better WFM Tools

Increasing Agent Satisfaction with Better WFM Tools

Aspect Software’s most recent Contact Center agent survey listed agents’ top factors that drive their sense of engagement: Work/life balance came in 3rd, two spots above competitive wage with flexible work schedule not far behind.

 

A skilled scheduling team can do great work with spreadsheets, but when you add a best-fit Workforce Management tool, you open up new possibilities for truly transformational improvements in agent satisfaction. Adding more flexibility to the scheduling process can help agents find that work/life balance they want, but contact centers still need to maintain the right staffing levels to achieve their service goals. The right WFM tool can help you find the right balance.

 

More options in the scheduling process - Agents can feel more engaged when they feel more control over and connection with their work lives. You’ve forecasted the staffing levels to meet your service goals, and you can control the methods you use to fill those staffing levels. The right tools can add new options that might not have been feasible in the past.

  • Preference-Based Scheduling – Allowing agents some input into the scheduling process can be a very effective way to make agents feel more involved and invested. You can reward experienced senior employees with schedules build on their preferences for days worked and start times, or add another layer by adding performance scores to the mix as an incentive for above-average work. You can take a subset of agent and create preference-based schedules as a base, then building rules-based schedules on top to make sure all your requirements are covered.
  • Dynamic Scheduling – For flex agents or work-at-home agents, could you increase your options for schedule flexibility? If your work-at-home agents would like to work some hours in the morning, some in the afternoon or some in the evening, it could be a win-win for them and you. Giving them a schedule that better fits their lives while allowing you to have them working at the busiest times of your day without having to keep them on the clock at slower times when they aren’t needed. With manual scheduling, the logistics are daunting; but the right WFM tool can help you break down your staffing requirements into configurable blocks and then present the available blocks to agents so they can effectively build their own schedules.  
  • Shift Bids – Many contact centers use shift bidding to fill schedules and give agents a method to move from less-favored schedules to ones they like better when those schedules become available. But creating and executing a shift bid can be extremely time-consuming when done manually, limiting the frequency you can offer new bids, which limits the chances your agents have to move to a schedule they like. Having a WFM tool that helps automate this process means that you can offer shift bids more often, not only assisting agents to feel more involved, but also giving you the chance to use fresher schedules that are a more optimal fit for your current business requirements.

 

More options for intra-day changes – Agents want flexibility when it comes to meeting their need for planned time off as well as accommodating things that come up at the last minute.

  • Automated Vacation – Rather than going through a cumbersome process of contacting a manager to find out if vacation time is available, sending emails to the scheduling team, then waiting for those extremely busy people to have a chance to respond, an agent using an automated WFM request process can see available vacation hours and use self-service tools to enter vacation requests that are processed in a fraction of the time. Agents feel more control over their vacation strategy, team supervisors don’t need to stop what they’re doing to deal with vacation requests, and the scheduling team knows that staffing levels are protected against any accidental overpromising of vacation or feelings that favoritism is used in the process.
  • Ease of VTO and VOT – Some agents look for any opportunity for overtime, and others might need to leave early to deal with family emergencies; either way, it’s another opportunity to satisfy your requirements and satisfy agents at the same time. When you’re busier than expected and need additional agents, the right WFM tool can help you identify the agents who want overtime, while still tracking who is working OT and setting any limits to avoid giving too much OT to the same people. Similarly, you can make voluntary time off available to agents who need it, alleviating unexpected overstaffing by allowing those agents to request VTO though an automated process that gets them off the clock sooner and saving the contact center unnecessary staffing costs.  
  • Automated Trades – Opening the shift swap process to larger groups of agents, even agents at different sites means more opportunities for trades for your agents; but it also brings more complexity. An automated tool can keep tight control over the trade process, allowing agents to have more possible trade partners while automatically checking skill compatibility, staffing levels, protecting against overtime, controlling the number of times agents are trading, and other configurable rules that you would otherwise have to check manually. As with automated vacation request, agents get a response faster, and all users can be alerted so they can keep an eye on the trade process.

 

Mobile Access

Many agents would love 24/7 mobile access to their schedules, vacation requests, and trades; the newest generation of agents may even expect that they will be able to interact with their work schedules anytime from their phones. A Mobile WFM app can add another level of agent satisfaction to your scheduling process by making all of your schedule optimization efforts accessible even when agents aren’t online at work. This can be extremely helpful in streamlining and automating your callout process when agents can’t make it to work, as well as allowing you to communicate things like overtime availability to agents who might be willing to start work early if you need them. Shift bidding can be facilitated if you give agents the ability to meet their bid window even if they aren’t at work.

 

Added options for schedule flexibility is just one way that a best-fit Workforce Management tool can make a real difference to your agents’ satisfaction with their jobs, helping you keep your top performers and attract new talent. Contact us or email the Call Design team today to find out how we can help make it happen for you!

 


inspire

How to motivate employees with non-monetary incentives

Even your best-performing agents will have off days.

It’s natural – from time to time everyone wakes up not quite in the mood for a day at work. However, as a manager, the onus is on you to minimize how this impacts task completion by motivating your staff.

While incentivizing is often done through monetary means – promotions, bonuses – the truth is that this isn’t always possible.

In this article, we’ll explore some current methods being adopted by workforce managers to motivate their staff through non-financial encouragement.

motivate employees

1. The fun of gamification

One of the newest tools in a personnel leader’s arsenal is gamification.

Reduced to its fundamentals, gamification involves turning a pre-existing task or process into a game. This holds a number of benefits in the workplace:

  • Motivation – It’s true that familiarity can breed contempt when it comes to repetitive daily tasks. By turning these into a fun activity, however, you can prevent complacency and engage staff. In fact, when properly implemented, gamification can enhance employee motivation by 51.6 percent, according to Karl Kapp, Instructional Technology Professor at Bloomsburg University
  • Education – By flipping duties on their head in this way, you force yourself and other participants to think about them in new ways. This can result in learning outcomes that improve your systems in the long run.
  • Participation – A side benefit of gamification is the way that it encourages employees to work together – this teamwork can contribute to an overall increase in cohesion in your contact center.

All sorts of daily tasks can be overhauled with gamification, but here are a couple of great examples:

The Quality Scores Sports Game: 

Monitoring quality is high on the priority list for any manager, and why not make this process fun for staff who might otherwise see it as daunting? First, work out a sport that your staff are into, and then assign points that link quality scores to a sports event scenario.

Gamification can improve motivation by up to 51.6 percent, according to Karl Kapp.

For example, if U.S. football was your chosen sport, an average quality score could equate to an extra point (one point), a good score to a field goal (three points), and an excellent score to a touchdown (six points). You could run this competition over a month, with the agent who gains the most points winning a prize.

The Customer Experience Game:

Customer experience is hugely important to a business’ bottom line. Indeed, 73 percent of consumers worldwide name this factor as important in influencing their buying decision, states research from PwC. 

In this example of gamification, each agent has a sheet featuring a list of factors that contribute to a good customer interaction. The idea is that customers complete the sheet by checking off specific items – for example, informing clients of upgraded products. However, they can only check one box per customer – this prevents the game being over after one call, and encourages staff to alter their approaches to dealing with different callers.

Gamification
Gamification is the latest technique in workforce motivation.

2. Flexible work arrangements

More and more, we’re seeing an erosion of the traditional 9-5 office job. This trend is particularly true in line with the desires of Millennials and Generation Z, who are filling up an increasing percentage of the job market. Flexible working arrangements have been shown to build loyalty among this demographic of employees, and improve business performance, according to Deloitte.

Call Design’s ME mobile app allows staff to manage their schedules by swapping shifts with colleagues and requesting time off. This allows them to create a program that provides them with an optimized work-life balance, meaning they’re working at times where they feel most motivated to do so.

Flexible working arrangements have been shown to build loyalty and productivity among Millennials and Gen Z.

To do this effectively, you need to establish a process that both you and your employees should stick to. Flexible working requires trust on both sides, but can do wonders for your staff’s motivation when properly implemented.

3. Awards ceremonies

Whether on a grand, annual scale, or at smaller departmental meetings, public recognition of hard work can go a long way to encouraging similar performances in the future.

A great alternative to monetary rewards in these instances can be personalized gifts. Branded company items, for example mugs that also feature the winner’s name or photo are a great touch. Gift tokens that match with that individual’s personal interests also often go over well – for example, movie tickets or books and sports tickets.

For smaller scale wins, a post on a company-wide intranet or social media platform can reinforce the perception that stellar performances don’t go unnoticed.

awards ceremonies
Internal awards ceremonies motivate staff by showing the rewards and recognition available to hard workers.

4. Involvement in decision making

While, traditionally, decision making is left to senior management, there’s a lot to be said for opening the floor to employee input. Your agents see the business from a different perspective, and will doubtless have ideas of procedural changes you can make that will improve efficiency.

As well as potentially improving the day-to-day running of the company, such initiatives make it clear that you value your staff’s input, which can be a highly motivational tool. Communicating that you’re always open to new ideas will encourage individuals to go beyond the scope of their role and brainstorm concepts that could help shape the future of the company.

From your point of view, that practice of regularly engaging with your team in this way also shows you who might be most suitable for more senior roles, should such an opportunity come along.

With so many different ways of motivating your staff with non-monetary incentives, there’s no reason for not starting to implement some of these ideas today. For more training and solutions to improve performance among your agents, get in touch with the team at Call Design today.


staff-turnover

Business growth and high staff turnover: what to do about it

 

Losing trusted personnel is always a concern, especially when you're trying to grow your business.

A high staff turnover rate can disrupt processes, affect staff morale, and drain time, money and resources away from a company's overarching goals.

Here, we'll take a look at why you should care about resignations, the reasons they happen, and what you can do to prevent them, keeping in mind at all times the objective of business growth.

Call Design has training and solutions that will aid your staff retention rates. High staff turnover can seriously limit business growth.

How does staff turnover affect business growth?

If you type "How do I grow my business" into Google, you'll likely return a lot of results about what makes a 'foolproof' strategy, how to identify new opportunities, and different ways to get your brand out there. While there's no doubt that all of these things, and more, are important ingredients for business growth, one subject area that's conspicuous by its absence is looking after your staff.

In 2017, the average cost of rehiring mid-range positions was 20% of the position's salary.

The impacts of staff leaving your company are often felt much more widely than you may first think. When it comes to hindering business growth frequent departures can affect the following:

  • Costs: As anyone with any experience of hiring and training a new employee will know, it doesn't come cheaply. One 2017 study found that on average, the costs to replace an employee are 20% of that position's salary.  In an organization with a high turnover, these costs can quickly start to add up and affect growth.
  • Productivity: With a depleted team, you can't expect to get the same amount of work done. This will, with time, start to seriously impact the productivity of your business, which will, in turn, be detrimental to your ability to grow.
  • Staff morale: The byproducts of this increased workload for those left behind can include higher levels of stress, and an overall drop in morale. This could create a vicious cycle of resignations if these new stresses become too great.
  • Leadership prioritizing: Instead of focusing on growth strategies, lengthy recruitment and hiring cycles will serve as unnecessary distractions for you and the rest of the leadership team.
Good engagement with staff can help prevent resignations.Leaders need to recognize the importance of staff retention if their company is to grow successfully.

What are the causes of high staff turnover?

A 2017 report from the Institute of Managers and Leaders showed that 10 percent of employees leave their positions voluntarily because they aren't offered sufficient opportunities to develop themselves professionally.

The top three reasons for resigning in this survey were as follows:

  • Seeking new challenges - 79 percent.
  • Limited career advancement/progression - 58 percent.
  • Insufficient remuneration - 45 percent.

What you can do to prevent high staff turnover?

What should strike you first as you digest this information is that all of the above are largely within your control. In this section, we'll discuss some of the specific steps you can take to reduce the rates of attrition in your business.

1. Regularly engage with your staff:

As a people manager you're setting yourself up for failure if you don't frequently take the time to talk to your staff. This is especially true in growing businesses where changes in strategy or increasing demands mean that personnel are consistently having to adapt to new ways of working. Having your finger on the pulse of your employees gives you a better chance of catching problems when they're in their infancy, rather than letting them develop.

2. Conduct exit interviews:

Whether it's the latest in a spate of resignations, or the first departure in a while, it's vital to engage the outgoing staff member in an exit interview. These forums offer the perfect opportunity to discover exactly why this person no longer wants to work in your organization. Free from the pressure of talking to a professional superior, you'll likely find former employees are a lot more honest in this setting, providing you with valuable insights as to how you can improve staff experience for those who remain, therefore reducing future turnover.

3.  Provide professional upskilling programs

The millennial workforce is only going to grow in the coming years, so knowing how to appeal to this group is particularly important for managers who want to hold onto their staff. A staggering 87 percent of millennials rank professional or career growth and development opportunities as important to them in a role, according to a Gallup report - so establishing training programs should be high on your list of priorities.

The other benefit of this solution is that better-trained staff have more to offer your business. A great place to learn how to instigate such initiatives is with Call Design's Managers Essentials Course. Designed for team leaders and managers, this program will tell you how to set measurable goals with your employees, identify roadblocks that could prevent them achieving their objectives, and provide actionable feedback.

The existence of these initiatives not only makes your company a more attractive place to work, but also lays the foundations for a more productive and engaged workforce.

Call Design's Manager Essentials course can help managers learn how to provide useful feedback to staff.Training programs are a great way of engaging staff with your business, and improving productivity.

4. Implement incentive programs

Another crucial way of increasing loyalty is to recognize and reward strong performances.

As we saw above, 45 percent of voluntary resignations come as a result of insufficient remuneration. While simply upping the salaries of all staff is financially unviable in the majority of businesses, an important step is to provide employees with a progression roadmap. By showing workers what they need to do in order to be considered for promotion you make it clear that increased wages are a tangible reality.

However, there are plenty of incentives you can offer instead of/alongside augmented earnings:

  • Flexible work arrangements: Millennial employees are more likely to be loyal to companies that offer flexible work arrangements, according to the 2018 Deloitte Millennial Survey. Software such as Call Design's workforce management solution ME offers staff the opportunity to take ownership of their personal schedules on-the-go.
  • Gift cards: Gift cards are a great incentive as you can personalize them to show an awareness of an employee's interests or hobbies.
  • EventsCompany funded events or excursions are perfect for showing staff that their efforts are appreciated, and to bring the team closer together.

These are just a few ideas on how you can help to prevent staff from leaving your business. For more solutions, and information on our training courses, get in touch with Call Design today.