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CCEngage: Contact Centre Industry Employee Engagement Research
 Currently employee attrition levels in contact centres in Australia and Asia-Pacific are over 30% per annum. Levels of employee engagement with contact centre work are typically lower than employees in other industries. Subsequently it is now imperative that the contact centre industry has a reliable tool to predict and influence agents' engagement, behaviour and performance. In line with its new organisation-wide research program EnterpriseEngage, callcentres.net has developed CCEngage, a measure of employee engagement specifically designed for contact centre industry employees.
Contact centre work is very different to other types of work as it involves high levels of 'emotional labour' by frontline workers.  Consequently, in the contact centre environment traditional employee satisfaction measures, which are simply cognitive assessments of experience vs. expectation, have limited usefulness. The measure of employee engagement goes well beyond the cognitive response (satisfaction) by also assessing the employees' emotional responses (emotional connection) and state of engagement (dedication, absorption and energy) as well as their engagement behaviours or loyalty.
CCEngage has been specifically designed for the contact centre industry  and has been tested in contact centres in Australia, UK and Africa.
CCEngage will allow you to...
- Measure the strength of the relationship between Work Aspects, Employee Engagement, Loyalty and Performance for individual employees as well as the whole centre.
- Identify areas of low performance compared to industry benchmarks.
- Through multiple regression
 analysis derive the significant drivers of Engagement, Loyalty and Performance.
- Recommend key areas to focus on to improve employee Engagement, Loyalty and Performance at individual and centre level.
Ultimately CCEngage will assist your contact centre increase employee engagement, reduce employee attrition and improve individual and centre performance.
Who should consider CCEngage ....
CCEngage is of particular interest to:
- Service Directors
- HR Directors/Managers
- Contact Centre Directors/Managers
- Contact Centre Operations Managers
- Consultants
Who to contact ....
CCEngage will be distributed by callcentres.net in Australia, New Zealand and Asia-Pacific. Please contact Maren at marens@callcentres.net or phone +61 2 99273308.
CCEngage will be distributed by Insight Now in Europe and Africa www.insightnow.co.uk
CCEngage will be distributed by McDaniel Partners in North America, Central America and South America www.mcdanielpartners.com
Please download CCEngage Overview Here
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