Customer service is notorious for its high turnover rate. It ranks in the top 10 for careers with the highest churn rates, which can be a challenge for organizations working to create better relationships with their customers. If you are struggling to retain agents and are looking to improve customer experience outcomes it may be time to consider outsourcing.
Costs Associated with High Churn
The cost of losing an employee can cost an organization up to two times the amount of that employee’s salary.
The following are some of the areas where money is lost due to high turnover:
- Delayed revenue
- Missed revenue
- Recruiting new employees
- Training and onboarding new employees
- Damaged morale of remaining team members, which affects productivity
The list goes on, which is why organizations build strategies to improve employee satisfaction and ensure staying power.
Slow to Ramp
Even with a stellar training program and a focus on onboarding, new employees can take six months to get up to speed and become a productive member of the squad. When an employee leaves, remaining employees are often taking on the work the former employee has left behind. This can have a huge impact on productivity and create a situation where burnout occurs, which risks losing even more employees.
Outsourcing Instead
One of the main reasons in-house contact centers have such high attrition rates is that they fail to hire the right people in the first place. Customer service requires a special skill set, which means if you don’t get a person with communication skills, they’re ultimately going to realize the job isn’t a good fit for them.
When you outsource to a professional contact center, you are partnering with a company that knows exactly what to look for in a customer service agent.
Another area that seems to be a weak spot for in-house customer service departments is training. Agents need to be armed with the information customers require. Without the right training programs, they go to their desk ill-equipped, which leads to a failure to follow through with customers. This makes the customer unhappy and leads agents to feel unsupported in their roles.
At Protel BPO, we hire motivated people who are eager to learn and to please customers. We promote from within and offer incentives to employees for doing a great job. Our training makes them completely capable of assisting customers and the result is long-time employees who are happy at work. Want to team up with Protel BPO? Contact us today.
