If there is one overarching complicating factor in the customer experience, it’s the lack of qualified customer service representatives available to assist consumers of all types. And it’s no wonder: the attrition rate for in-house contact centers is 35 to 40%. If you factor in the first 90 days of employment, the attrition rate increases to 90%.
But why is the attrition rate so important? It all comes down to the customer experience. The longer a representative represents a brand, the more comfortable they are with their job and the more positive the overall experience. Furthermore, employees that stick around are happy in their position and that happiness carries over to the customer.
How do you lower your attrition rate to improve the customer experience? Partner with a nearshore contact center, such as Protel BPO where the attrition rate rarely gets over 35%.
Training for Success
Employees are happier in their positions when they are empowered to do their jobs correctly. An effective way to do this is to provide them with all the training they need to come to work fully capable of serving customers. When they have the power of information behind them, they succeed at their daily tasks and that feeling of satisfaction is vital.
At Protel BPO, our mission is dedicated to educational programming for our representatives who have direct communication with consumers. Furthermore, leaders in our community are committed to the BPO industry. They’ve instituted investments in infrastructure, such as fiber-optic networks, which improves the technology that the industry relies on for better telecommunication services. With the right tech and the right training, our agents are primed for success.
After years in this industry, we know that when our employees are happy, our clients’ customers are happy. And while Belize is known for its warm and friendly citizens, we know it’s up to us to create the right atmosphere.
We established an incentive program that promotes from within, which means when someone is hired with us, they know they don’t have to spend years in the same position and never know if they’re going to get a promotion. Our incentive program offers visibility into how good work is rewarded.
Competitive wages are the norm at Protel BPO and so is agent support. We have an agent-to-supervisor ratio of 8:1, which means agents are never left to their own devices to figure something out; they’ve got qualified professionals at their fingertips.
And while many companies are attracted to the low cost that nearshore contact centers offer, Protel BPO offers huge savings while providing premium services. Contact us and let’s talk about how we can boost your customer satisfaction ratings.