When customer experience (CX) strategy is on the agenda, the focus tends to land on technology (AI tools, omnichannel platforms, real-time analytics, etc.). But behind every seamless transaction and resolved issue is a person: a contact center agent whose ability to deliver hinges on their own experience at work.
While innovation gets the spotlight, employee experience (EX) is often the hidden engine behind standout CX performance.
For brands that rely on contact centers (whether in-house or outsourced), agent engagement, training, and support are more than just operational concerns. Because at the end of the day, customers don’t remember the system — they remember how they were treated.
Why Employee Experience Drives Customer Experience
Think of a time you interacted with a service representative who seemed genuinely invested in helping you. Perhaps they listened intently, explored solutions creatively, or simply conveyed authentic empathy in a frustrating moment. Now, contrast that with an agent who sounded disengaged or rushed. The difference is stark – and it’s no coincidence.
Research by Gallup consistently shows that engaged employees produce better business outcomes, including 10% higher customer loyalty, 23% higher profitability, 18% higher productivity, and 41% fewer quality defects.
In the contact center environment, emotional labor is high and performance metrics are scrutinized. Agents who feel valued, supported, and empowered create stronger customer relationships, leading to:
- Higher first-contact resolution due to confidence in navigating systems and policies
- Increased Net Promoter Scores (NPS) driven by authentic care and advocacy
- Greater upsell and cross-sell success because of belief in their company’s offerings
The Cost of Ignoring Agent Experience
Conversely, poor employee experience in the contact center translates into churn, absenteeism, and disengaged customer interactions. Consider that:
- Contact center turnover averages 30-45% annually, with costs of replacement running up to 20% of an agent’s salary per departure.
- Disengaged agents are more prone to errors, longer call handling times, and customer escalations.
- According to MIT Sloan, companies in the top quartile of employee experience have double the innovation and customer satisfaction scores compared to those in the bottom quartile.
For brands, these operational and reputational costs quickly eclipse the investments needed to build a thriving employee culture.
The Outsourcing Perspective: Why Your Partner’s Culture Matters
Outsourcing remains a strategic CX enabler for many companies, allowing scalability, speed, and specialization. But the choice of outsourcing partner should never be purely transactional or cost-based. The internal culture of your partner directly influences the customer-facing outcomes your brand achieves.
Here’s why:
- Engaged agents create happy customers. The partner’s ability to recruit, train, and retain engaged agents translates to more consistent customer interactions.
- Strong culture fosters ownership. Agents who feel respected and included in the mission go beyond scripts to deliver memorable experiences.
- Employee investment drives productivity. A partner with low attrition and a reputation as an employer of choice ensures better resource planning, faster ramp-ups, and more stable teams on your programs.
The best outsourcing providers don’t see employee engagement as an HR checkbox. They embed it into the operational fabric of the business through:
- Employee ownership models, where staff are not just workers but stakeholders in outcomes.
- Robust learning and development programs, equipping agents to handle complexity and develop their careers.
- Recognition and reward systems that celebrate achievements both big and small.
- Purpose-driven cultures where employees see their daily efforts as meaningful contributions to customers’ lives.
ACT: Where Employee Experience Meets Customer Excellence
At ACT (Advanced Call Center Technologies), employee experience is not an afterthought – it’s the foundation of our business. As a 100% employee-owned company (ESOP), every single team member has a vested interest in our clients’ success. This ownership mindset drives accountability, creativity, and care in every interaction.
Our belief is simple: employee owners create exceptional customer experiences. We invest in our people through continuous professional development, ownership culture, and meaningful recognition because we know the human connection is what sets brands apart.
This focus translates into tangible results for our clients:
- Stronger brand loyalty driven by authentic, agent-led interactions
- Faster ramp and improved quality due to lower attrition and higher engagement
- Increased customer lifetime value, as engaged agents become trusted brand advocates
In an era where customers expect more humanity in every channel, your CX strategy must start with those representing your brand daily. The best technology and processes will always fall short if the people behind them aren’t engaged, supported, and inspired.
Invest Where It Matters Most
Customer experience is, at its core, human experience. Brands seeking differentiation must look inward to ensure that those delivering service – whether internal staff or outsourced partners – have the tools, environment, and culture to thrive.
Choosing the right CX partner is not just about capabilities on paper. It’s about finding an organization that treats its employees with the same care and intention you treat your customers. At ACT, our employee-owned culture is the ultimate differentiator, ensuring your brand benefits from a team that is personally invested in every outcome.
Ready to elevate your customer experience by partnering with a team that puts employee engagement at the center of service excellence?
Contact ACT today to explore how our people-first approach drives meaningful results for your brand.
