How Engagement is the Path to ROI Growth

Leading global college admissions agency CollegeWise has experienced an employee retention rate of nearly 100 percent in each of the past four years – a far cry from the average annual turnover rate of 19 percent, according to the Society for Human Resource Management.  CollegeWise CEO Kevin McMullin credits the company's employee engagement strategies for its low turnover rates.

"We make it part of every manager's responsibility to sit down and have one-to-ones with employees where the manager comes only with questions, and it's the manager's job to empathize and learn," McMullin told Inc.  

CollegeWise and the other companies that score in the 99^th percentile in Gallup engagement surveys can clearly see the value of their investment in employee engagement, but that's not always the case.

Increased employee satisfaction, driven by engagement, delivers significant financial benefits over various time periods. However, many organizations struggle to quantify the return on their investment in employee engagement, because it can be difficult to define and measure.

Dissatisfied contact center employees either leave the organization or perform worse than their engaged peers, both of which leave leaders looking to improve employee satisfaction scores through employee management solutions and other engagement tools. Those tools deliver not only an immediate operational boost to the bottom line, but also a longer-range impact on ROI.

By creating satisfied and engaged employees, employee management solutions can deliver ROI growth in three key areas:  

By reducing friction in the scheduling process and empowering agents to take control of their schedule changes, leaders can reduce employee burnout and help agents find a work-life balance that best suits them.

 Prospective employees are also looking for companies that provide opportunities for professional growth; 45 percent of employees in a Gallup survey said that career development opportunities are very important. By creating growth opportunities for employees, contact centers show they are willing to invest in their employees and can stand out from the crowd when hiring.

Your employees are a valuable resource, especially when they are engaged, and contact centers are finding that staffing solutions deliver ROI by creating satisfied and engaged employees. Employee satisfaction is proven to have a measurable effect on employee retention, performance, service levels and revenue.

Learn more about the role of employee engagement in ROI growth in our ebook, "NICE Employee Engagement Manager: How Engagement is the Path to ROI Growth".

Greater engagement and proactive staffing can save your organization money in the near term, as well. We've developed an online ROI calculator with five simple questions about your contact center to determine the immediate real-world impact of NICE EEM on your operations.

For more comprehensive information on the NICE EEM solution, click here: www.nice.com/eem.