Baas in Contact monitor — on happy employees

Happy and satisfied customers through happy and satisfied customer contact employees.

It sounds logical. And yet there are vast differences in the way companies organise and run their customer contact centres. In how they value this department and how they motivate employees to get the best out of themselves and offer the best to their customers.

The Baas in Contact monitor, launching in October 2016, is an initiative by FINTREX in collaboration with the professional association CCMA, and is carried out by BR-ND and Totta Research. Customer contact centres with more than 50 employees can take part in the research.

Our customers matter. If there is one thing companies have learned and embraced during the recent years of economic crisis, it is that the customer must truly be central to everything you do.

After all, satisfied customers are crucial to the success of your business. They are not only buyers of your products and services, but also your most powerful living advertisement. Conversely, dissatisfied customers can have a negative impact on your reputation — especially in this transparent age of internet and social media.

Employees who are in direct contact with your customers are therefore enormously important. They can make or break the mood of your customers. Strangely, the importance of the customer contact centre is often underestimated within organisations. Yet it matters so much — because who gets closer to the customer than the customer contact employee?

How do they rate their employer when it comes to the way they are facilitated and supported? How much freedom and appreciation do they receive? How much room is there for talent development? But also: how happy do they feel on the work floor? And how much do they actually love their company?

The e-NPS (employee Net Promoter Score) is also measured: do employees recommend others to come and work for the organisation?

Participants have the chance to become the Baas in Contact — the number one on the ranking of most attractive employers in the sector.