One of the most widely recognized criticisms about the customer service industry, particularly in jobs related to contact centers, is the turnover rate. For those experiencing a 40% attrition rate, that’s something to be celebrated because that represents the best-case scenario. Therefore, before partnering with a contact center, it’s important to ask crucial questions about staffing.
How Do You Choose Agents?
One of the top reasons employees leave their contact center job is because they weren’t a good fit to begin with. Simply improving the hiring process can help weed out candidates who do not possess the necessary communication skills and, most importantly, a passion for helping others.
At Protel BPO, we’ve developed a hiring process that focuses on identifying those who have the potential to excel at providing customer service.
How Comprehensive Is Your Training Program?
Training is also an issue with many contact centers. Maybe they’ve hired the right person, but they’ve failed to properly train them. This leads to the agent not being able to meet customer needs. Agents in this position often become disgruntled and ultimately choose to leave because they feel like a failure at their job.
Protel BPO recognizes that the only way to provide valuable services to our clients is to give our agents the tools they need to succeed, which they learn in our training programs. We empower our agents with information and ongoing training through call monitoring and one-on-one coaching with trained professionals.
Another step Protel BPO takes is that we involve our clients in the training. We invite them to our headquarters in Belize where they can help to impart their company culture to our employees. This helps to create a cohesive relationship where the customer feels like they’re communicating directly with the brand.
Choose a Nearshore Professional
Staffing at contact centers is crucial in meeting customer needs, particularly in the busy season when call volumes are intense. At Protel BPO, we work closely with our clients to ensure we are fully prepared for their busiest seasons. Our retention rates by far exceed what in-house customer service departments experience and our level of customer satisfaction is what keeps our clients happy year after year. For more information about how we can meet all of your needs, regardless of the time of year, contact us at Protel BPO.