Two-Fifths of Customer Service Staff Plan January Job Hunt, Employers Warned

January 3, 20204min

More staff in customer service roles will seek new employment this month than in any other, with new research showing that almost two-fifths of workers in these positions will seek to leave their post in January.

A seasonal slump in engagement and motivation is believed to be behind the spike in dissatisfied staff, and a survey by quality assurance improvement platform EvaluAgent found that 40 percent of customer service employees are less happy in January than any other month, leading to 39 percent actively searching for a new role.

The financial impact of this employee churn is considerable – based on the average customer service worker’s annual salary of £21,000, each departure costs businesses at least £6,300 due to recruitment expenses and reduced productivity.

The report estimates that around five percent of customer service workers will actually leave their jobs in January, so with 640,500 people currently in customer service roles across the UK, this could mean businesses stand to lose around £201,757,500 in January alone.

The survey also revealed that employers seem to be underestimating the issue, with 70 percent of workplaces not believing that staff are more likely to change jobs in January than in other months.

Fortunately, according to the research there are a number of engagement strategies that would successfully prevent customer service employees from starting their January job hunt.

According to the research, financial incentives such as salary increases and bonuses alone are an ineffective solution, with 47 percent of those surveyed saying that money would not affect their decision as to whether to stay or leave their company in January.

This was especially true for younger workers, with 59 percent of 18-24 year olds saying that money is not an effective motivation.

Instead, the research showed that businesses should be utilising a full spectrum of tools to boost employee engagement, including regular and timely feedback, which was deemed as effective as a cash bonus by 54 percent of employees.

Non-financial reward schemes were almost as popular, with 44 percent of employees saying these would prevent them from looking for a new job at the start of the year, while more than a third (36 percent) said employee benefits such as healthcare and flexitime would encourage them to stay.

Goal-based objectives can be an effective way of improving motivation, by increasing the sense of purpose and pride in a person’s work. Twenty-four percent said that this would be enough to make them reconsider looking for a new role.

Jaime Scott, co-founder and CEO of EvaluAgent, said: “High employee turnover in January is a real problem for many businesses, and can cause significant problems when it comes to productivity and customer satisfaction levels.

“Our research clearly shows there is a direct link between employee engagement and turnover, suggesting that businesses need to be making far more effort to engage their workforce at this time of year if they are to prevent the annual surge in departures.”


Paul Ainsworth

Paul Ainsworth

Experienced Irish journalist and former newspaper editor now helming executive editorial duties with Customer Experience Magazine, the UK's premier online source for Customer Experience news, features, and opinion, along with its sister site, CXM World.




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