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Employee Churn Drives Demand for Auto Attendant Capabilities

Employee churn – it costs money, brings down morale and hurts customer service. Are there tried and true methods for protecting the employee base? According to a recent General Social Survey, employees located in the United States with stock ownership in their company were four times less likely to be laid off during the Great Recession than those without stock ownership.


According to this Market Watch report, the GSS found that 3 percent of employees with stock ownership were laid off in 2009-2010. The rate for layoffs among employees without stock ownership was 12 percent. At the same time, the survey found that 13 percent of employees with stock intended to leave their companies in the coming months, compared with 24 percent for those without stock.

The whole purpose of this study was to measure the impact stock ownership has on employee churn. It also took a deeper look at how employee ownership has changed throughout the years. What do such statistics mean for the auto attendant? Essentially, it demonstrates that whether stock ownership exists or not, the average enterprise directory changes on a consistent basis.

Industry leaders want to use this data to demonstrate the value of stock ownership programs and other methods to reduce churn. The important results of this study suggest that policies put in place must not only focus on creating jobs, but also sustaining jobs. National leaders need to take a closer look at incentives for jobs in the U.S. and create strategies for long-term growth and churn reduction to maintain strong and steady growth. Until then, companies need clear strategies in place to manage churn.

When the auto attendant is put in place within the organization, the changing dynamics within the workplace is minimized for the customer. If you consider the average enterprise directory can change by as much as 40 percent each year, directory services are an important investment to ensure a seamless experience for all customers, as well as a minimum cost outlay for customers. Parlance Corp. offers extensive directory services that alleviate the pressure for the enterprise, while also paying attention to the unique environment that appeals to the customer.

Parlance delivers the auto attendant and directory services necessary to tackle the changing environment. Such an approach to contact management is essential when a number of companies utilize as many as five different data stores to effectively manage this data. As the business grows and employee churn increases, the management of this data becomes more complex.

By combining all data management onto one platform with directory services, callers and employees alike can leverage the auto attendant to make the connection they need. Such expedient service is essential in an always-on economy where customers demand instant access to key individuals and information.  


Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Jennifer Russell