Call of Duty: Why Engaged Agents Stay in Contact Centres One repeat challenge our consultants see when we partner with new organisations is Agent retention. With increasing customer expectations, hybrid working models, and AI-driven efficiencies reshaping the contact centre industry, there is always an ongoing pressure for organisations to keep agents engaged and motivated in their roles. High attrition rates continue to plague contact centres, leading to increased recruitment costs, operational disruptions, and a decline in customer service quality. Retaining skilled agents isn’t just about competitive salaries, it’s about workforce engagement and creating an environment where employees feel valued, empowered, and supported. If they have access to the right tools, flexibility, and autonomy, it will help to build more resilient teams. The Challenge Contact centres have long been known for high turnover rates, with some studies showing annual attrition as high as 30-45%. The reasons for this include burnout from high workloads, rigid schedules with limited flexibility, lack of career development, or frustration with outdated or inefficient processes. In an industry where efficiency and performance metrics are under constant scrutiny, many organisations struggle to balance operational effectiveness with employee wellbeing. Workforce engagement strategies, powered by intelligent workforce management solutions, offer a way forward. Workforce Engagement in Practice: Leeds Building Society A prime example of workforce engagement is with Leeds Building Society, which partnered with Business Systems to enhance its operational efficiency and agent experience. Jonathan Martin, Operational & Planning Management Lead at Leeds Building Society, explained why engagement was central to their Workforce Management (WFM) transformation: “The project originated as we were looking to enhance our capabilities within our operational division. It was clear that there was a gap for a Workforce Management (WFM) tool, as our existing processes were heavily manual on systems that had been built in-house, and this had the potential to create a number of key person risks.” By transitioning from static Excel spreadsheets to a flexible, automated scheduling system, Leeds Building Society enabled agents to self-manage their schedules, book shifts and holidays seamlessly, and maintain a healthier work-life balance. The impact for Leeds Building Society was immediate: Greater flexibility for agents to manage their work and personal lives Improved visibility for team leaders, reducing administrative workload Increased engagement, leading to higher job satisfaction and retention Three Pillars of Workforce Engagement For contact centres looking to reduce attrition and improve agent experience, workforce engagement must be strategic and tech-enabled. Here are three core areas we recommend focusing on: Flexible Scheduling & Self-Service Empowerment Rigid shift patterns are one of the biggest pain points for contact centre agents. Giving employees control over their schedules, whether through shift bidding, preference-based scheduling, or self-service time-off requests, will help to boost engagement. Like Leeds Building Society, why not implement a mobile-enabled WFM platform where agents can manage their own shifts, request changes, and create an improved work-life balance. Technology That Reduces Frustration – Not Adds to It! Many contact centre employees cite inefficient tools as a major frustration. Workforce management solutions that provide real-time data, automated forecasting, and integrated communication tools reduce stress and improve efficiency. Our advice is to replace manual spreadsheets with a workforce management solution that integrates with existing platforms (for example your telephony, CRM, and AI-driven analytics etc) to reduce administrative burden and improve forecasting accuracy. Again looking at Leeds Building Society as an example of best practice, the team integrated CalabrioOne into its Avaya platform, providing smooth communication between teams and real-time scheduling adjustments. Ongoing Training & Career Development Engagement doesn’t stop at onboarding. Contact centres must invest in continuous learning, coaching, and professional growth to keep employees motivated and committed. A streamlined way to do this is to use AI-powered analytics and performance tracking to identify skill gaps, offer personalised coaching, and provide clear career progression paths. The Future of Contact Centre Workforce Engagement Looking ahead, contact centres that embrace workforce engagement strategies will outperform those that don’t. Reflecting on Leeds Building Society’s journey with Business Systems proves that flexible scheduling, self-service tools, and intelligent workforce management solutions can transform agent experience, improve operational efficiency, and drive retention. Jonathan Martin sums it up best: “We’ve established a robust, fit-for-purpose solution for the future, integrated into our culture, and continue to enhance it to meet the evolving needs of our workforce.” As we see it, the contact centres that succeed will be those that put people first. Workforce engagement isn’t just about retention – it’s about creating an environment where agents feel empowered and valued, and technology plays a big role in making that possible. Book a consultation with our specialists. Written by: Business Systems UK
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