Reversing the Great Resignation: A Simple Strategy to Improve Employee Experience
April 12, 2022
The employee experience has never been more important. Today, it may even be more important than the customer or member experience, as it’s exceedingly challenging for unhappy employees and short-staffed teams to deliver legendary service. As the so-called “Great Resignation” continues with record numbers of employees leaving the workforce, staff retention and recruitment have emerged as a top business priority for credit unions.
The obvious strategy is to raise salaries and offer attractive benefits that keep team members from resigning. While those adjustments may initially stem the bleeding, Strategic Link partner Glia says it’s even more critical to address the fundamental reasons why people leave in the first place.
For example, consider customer service representatives who often face difficult conversations around overdraft fees, collections, or suspicious account activity. Supporting anxious members is already challenging enough, yet many organizations have outdated, phone-first engagement platforms that only make the situation worse, like sending a fraud alert via text message but not allowing the customer to actually respond, or forcing a member in live chat to make a phone call to resolve an issue.
Not only is this frustrating for members, but it is also tedious, time-consuming, and disheartening for service teams, who genuinely want to help and guide members to a satisfying resolution.
The answer to this problem? A seamless digital engagement platform that creates a better member experience and also greatly improves the employee experience.
Unexpected Improvements to Employee Experiences
Take Dover Federal Credit Union in Delaware, for example. This institution recently transformed its contact center with Glia’s Digital Customer Service (DCS) platform to deliver a better member experience. After driving the Average Wait Time (AWT) down 40% and the Average Handle Time (AHT) down 21% and counting, Dover Federal’s management team was expecting the positive reviews it received from members.
What surprised management, however, was how popular the DCS platform is with the service staff. Dover Federal had planned to completely migrate from its contact center to a full Digital Customer Service platform by steadily driving all engagements to Glia. It quickly became apparent that service representatives strongly preferred being assigned to DCS service and were even demotivated to answer contact center calls.
Dover Federal accelerated its plans to shift to a full DCS solution, which included Glia Phone to digitalize traditional calls and replace the contact center. The shift has allowed Dover Federal to improve the employee experience across the board for all service reps. Further, it simplified administration and reporting by having all customer engagements together on a single unified platform.
It’s typical for Glia clients to see an improvement in the employee experience, but this is usually an added benefit of DCS. Dover Federal flipped the script and focused on the employee experience first. In the process, the credit union greatly improved both the employee and member experience, providing one of the strongest cases yet that both are intrinsically linked.