Explore solutions by selecting your industry
- Real Estate
- Retail
- Semiconductors
- Technology, Media & Telecommunications
- Travel, Logistics & Infrastructure
Industries
❮
- Advanced Electronics
- Aerospace & Defense
- Agriculture
- Chemicals
- Consumer Packaged Goods
- Electronic Power & Natural Gas
- Engineering, Construction & Building Materials
- Financial Services
- Metals & Mining
- Oil & Gas
- Paper, Forest Products & Packaging
- Pharmaceuticals & Medical Products
- Private Equity & Principal Investor
- Public & Social Sector
- Real Estate
- Retail
- Semiconductoros
- Technology, Media & Telecommunications
- Travel, Logistics & Infrastructure
Employee Care Index
ECI allows you to understand and target the specific factors that matter most to employee satisfaction and retention at your organization
Employee Care Index
ECI allows you to understand and target the specific factors that matter most to employee satisfaction and retention at your organization
What it is
The ECI combines a web-based survey and advanced analytics to determine underlying factors influencing employee satisfaction and retention
Which factors actually matter most for overall satisfaction of contact center employees
Which factors drive an agent or supervisor’s likelihood to remain with a company
How different sites, tenure groups, queue types, and/or roles (frontline agent vs. manager) compare within a company
How factors impact performance (satisfaction, retention, capability building)
Drivers of employee satisfaction
1
Nature/mission
Enjoyable nature of my work and/or the mission of the organization
2
Promotion opportunities
Career advancement and promotion opportunities
3
Stress
The level of stress involved in handling calls or cases
4
Breaks
The amount of time had off the phone (i.e., breaks) and in-between calls
5
Friends/community
Friends at work or the sense of community within the center
6
Facility
The call center facility (e.g., location, layout, break room, personal workspace)
7
Management
Management throughout the call center (beyond direct supervisor)
8
Tools & technology
The systems, tools, and technology relied on to do the job
9
Wages/job security
Wages/monetary compensation and a feeling of job security
10
Direct supervisor
The support, coaching, and leadership that received from direct supervisor
11
Ongoing training
Ongoing training on customer service, leadership, products, systems, or tools)
12
Benefits
Health and wellness benefits (e.g. health benefits, gym discounts)
13
Schedule
Work schedule and the level of flexibility in the hours worked
How it works
CC360 follows four steps approach in a typical end to end customer care engagement for both quantitative and qualitative assessment
Exploratory Data Analysis
Input parameters including performance records, employee records and demographics
Initial analysis on how the churners and the non-churners differ across features
Data Engineering
Treating missing values & outliers
Creating new derived variables based on business logic & client/ expert inputs
Model Selection
Select model to ensure the accuracy of the prediction is not less than ~75-80%
Sample Output
Machine learning based output classifies employees as churners and non-churners
The churn score help identify the employees that are about to churn or may churn in the near future
Why use it
Multiple benefits
Employee engagement impacts CSAT, employee retention and overall company performance
Attrition is costly: Average attrition cost per agent is ~$10-20k
Understanding the drivers of employee satisfaction and retention enables companies to lower their attrition rates and ultimately improve service
Frontline focused
General employee surveys are typically organization wide and designed with the entire company in mind
The ECI focuses on contact centers and the frontline, asks questions that are design to reveal not just opinions, but the actual magnitude of impact certain aspects of the job and work environment have on satisfaction
Insightful data
The ECI collects specific data that can be used to determine a derived magnitude of importance and provide detail on intrinsic motivation factors
The data collected by this survey tool is different than typical demographic and performance data
The insights provided by the ECI can be a great starting point for more in-depth people analytics initiatives
What the output looks like
Drivers of satisfaction and retention
Synthesis of free-response answers (bucketed by major themes) and narrative examples
Click thumbnail to expand
Quantified financial impact of attrition reduction
Estimated performance improvement (cost savings, revenue generated or efficiency) by cluster, function, BU, region, and driver
Click thumbnail to expand
Targeted engagement and retention strategies
Full report with customized deep dives on relevant subgroups (sites, queues, business units, tenure groups) and top drivers of satisfaction and retention
Click thumbnail to expand
Employee Care Index has delivered
Identified 4 key drivers contributing to 70% of the attrition of employee
Designed 10+ initiatives to reduce external attrition rate from 40% to 20%
Here are some client examples
Here are some client examples
North American bank deployed employee care index (ECI) to diagnose and design the future state vision and operating model for customer care
Click thumbnails to expand
By working with us, you will have access to
Experts
Our industry and functional experts will be on the ground where and when you need them.
Helpdesk
Our helpdesk will keep doors open and commit to addressing your concerns efficiently and effectively.
Training
We offer coaching and build capabilities for your teams to deliver sustained improvements.
Implementation
We partner with you and co-create a firm path to implementation as part of the project.