First Direct are Britain’s Happiest Call Centre
First Direct have earned the crown of Britain’s happiest call centre. First Direct who regularly treat their employees to office desk massages have a staff turnover rate of just 14% which is well below the call centre industry average of 25%.
The benefits of having an engaged workforce also provides a host of other benefits. First Direct wanted its staff to exude friendliness, confidence and competence. Qualities you only sporadically experienced face to face at your local branch had to be transmitted down the phone line.
“You can tell if someone’s smiling at the other end of the phone,” says Bromley, the company’s head of people experience. “We wanted customers to feel that our reps were smiling, that they were engaged, that they knew what they were doing and that they had ownership and accountability.”
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