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Industry Research : New Intermedia Survey Reveals that SMBs that Offer Employees More Flexible Workstyle Options Realize Higher Customer Retention

#contactcenterworld, @intermedia_net

Intermedia Cloud Communications, a provider of cloud communications and collaboration solutions to businesses and the partners that serve them, released revealing new insights on how remote and hybrid work are impacting business operations, employee satisfaction, and customer retention for SMBs.

The survey of more than 300 SMB owners and senior leaders, conducted for Intermedia by Sapio Research, reveals that while many companies are moving into hybrid work models, SMBs that offer employees greater workstyle flexibility are seeing significant benefits that can positively impact the bottom line – including higher customer retention rates. Studies, such as a recent report by the National Business Research Institute, have shown a direct correlation between engaged employees and satisfied customers, and providing employees with greater flexibility as to where they work enables them to be more engaged and responsive when customers need them.

"Many studies have shown a direct link between employee satisfaction and customer retention," said Elka Popova, Vice President and Senior Fellow, Frost & Sullivan. "A happy employee produces more positive customer interactions — they respond to inquiries quicker, they care more, and they are more protective of the company's reputation. Investing in your employees makes a lot of business sense."

Flexibility or Bust

Not only does workplace flexibility affect customer retention, but the importance of a remote/hybrid work option being offered within an organization was also found to be a critical factor in employee retention. According to the study, SMB leaders reported that the main reason given by their employees for leaving their positions over the past 6 to 12 months (45%) was a lack of flexibility with fully remote/hybrid environment options.

It would appear, however, that most SMBs are not yet ready to go completely remote, as nearly three-quarters (72%)of the business leaders surveyed indicated it is important that their employees live within commuting distance of an office.

The Satisfaction Surge

Since the beginning of the fully remote/hybrid work revolution triggered by the COVID-19 pandemic, 69% of the responding SMB leaders and owners believe remote and hybrid work have significantly improved their employees' job satisfaction. Employers report increased productivity as a result of the greater flexibility in where and how employees perform their jobs in remote and hybrid working environments.

This satisfaction isn't limited to employees or business owners. Customer retention has risen since SMBs started offering fully remote/hybrid work environments, with nearly two-thirds of respondents (64%) reporting their customer retention has increased since re-configuring their work environment. Respondents at companies that offered both* remote and hybrid environments reported a higher customer retention increase (79%) than those that offered only remote (62%) or only hybrid (57%) work options.

"The workplace evolution has created its own set of unique challenges for SMBs looking to grow operations and maintain a competitive advantage in today's market, balanced against expectations from employees for greater flexibility in the way they work," said Scott Anderson, Chief Marketing Officer of Intermedia. "As this research would appear to indicate, many business owners and decision makers who were once skeptical about productive work happening from wherever are now realizing the real benefits that offering workplace flexibility affords, including a marked increase in customer retention. Cloud communications solutions like the ones we deliver at Intermedia are built to enable customer care and employee collaboration from wherever work happens, be it the office, remote, or a hybrid of the two. As the findings suggest, offering flexibility in how and where work happens should no longer be seen as a luxury, but instead as a strategy that helps deliver better business performance."

The evolution of whenever, wherever work has led to a multitude of benefits that business leaders hope to build on when future-proofing their small and medium-sized businesses. Leaders say the shift has increased their employees' availability, productivity, and focus - each by at least 59%.

"This report reinforces much of what we already know; remote and hybrid work aren't some passing pandemic-era fads - they're now part of the modern workplace architecture," added Elizabeth Mye, Intermedia's Senior Vice President of Human Resources. "Their impact on employee and business owner satisfaction isn't wholly unexpected, but the influence on customer retention is compelling. The results are pretty clear - while not without challenges, longer-term remote and hybrid options should be in the conversation for any SMB."

#contactcenterworld, @intermedia_net

Posted by Veronica Silva Cusi, news correspondent

About Intermedia:
Company LogoIntermedia is a Unified Communications as a Service (UCaaS) and business cloud email provider hyper-focused on delivering easy-to-use and secure communication and collaboration solutions to SMBs and the partners that serve them. More than 110,000 business customers and 6,500 active partners rely on Intermedia for greater reliability and productivity. Intermedia's broad yet tightly integrated suite of cloud applications is managed through one intuitive point of control, and Intermedia services are backed by a 99.999% uptime service level agreement (SLA).
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Today's Tip of the Day - Shorten Your Recruitment Process

Read today's tip or listen to it on podcast.

Published: Monday, November 14, 2022

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2023 Buyers Guide Recording

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.


Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

MiaRec, Inc.

MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.


Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

Nuxiba Technologies

Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!


Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

PCS Software

Call recording solution fully integrate to all main pbx solutions.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.

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