When customer service representatives leave their posts in droves, companies lose money and customers get less-than-optimal service. Unfortunately, the customer service industry is notorious for its turnover rate.
Nailing down the reasons for such high employee attrition is difficult, as every company’s experience can differ, but one of the common themes is that employees are dissatisfied with their positions.
As you might have guessed, the reason for dissatisfaction is also difficult to pin down, but some common causes include poor management and a lack of proper training. With in-house customer service teams, these challenges often pose too difficult to solve, which is why outsourcing customer service needs to a contact center may be the best decision you make for your customer service.
The Cost of Attrition
According to a Gallup estimate, U.S. companies lose $1 trillion on an annual basis because of employee attrition. The costs stack up in more ways than one. First, consider the funds it takes to attract applicants to the position. An even bigger cost is related to training. But there is also a cost associated with customer service failings and how that impacts customer satisfaction, and ultimately, sales.
The Cost of In-House Customer Service
There are so many ways in which the costs for an in-house customer service team stack up, it’s not surprising how expensive it is. Here is just a handful:
- Hiring Management
- Hiring Customer Service Staff
- Office and Administration
- Professional Development
The list goes on and on. Have you ever considered how much outsourcing your customer service could save your company?
Outsourcing for the Win
Does it cost money to outsource? Yes, but not as much as you would think. When you outsource to a nearshore contact center like Protel BPO, you could save up to 60% of what you would spend on your own operation.
Rely on your outsourced contact center to deftly handle the recruitment process of attracting the best possible candidates. And once they attract and hire the top candidates, they provide top-notch training that gives every customer service representative the tools they need to succeed. When employees are successful at their jobs, they are happy and engaged in the company.
At Protel BPO, we promote from within, which allows every employee the opportunity to grow and it’s part of the reason our turnover rate is far below the average in this industry. Contact us for more information about our company culture and how we can provide the type of service your customers need.