High-quality customer service is key to driving growth and profits in the 21st Century. Low attrition rates in your customer service team are essential to a superior customer experience, but high turnover rates, on the other hand, can be hugely damaging.
High employee turnover is not only inconvenient to your business but it’s also financially costly. A HR Dive study found that it costs on average $15,000 to replace an employee earning a median salary of $45,000 a year.
Thankfully, if you are outsourcing your customer service to a contact center you won’t have to worry about the inconvenience or cost of replacing your customer service representatives. However, before diving into choosing a company, it’s important you make sure they have low attrition rates.
Traditional call centers are infamous for having high turnover rates amongst their employees, but modern and innovative contact centers are changing the game and creating enjoyable company cultures that have been made popular by modern tech companies.
There are huge benefits to partnering with a contact center that boasts low attrition rates, Advantage Communications has listed the top five here:
1 - Agents become brand ambassadors
Your company is constantly evolving and that means so are the needs of your customer. Customer service representatives that are committed and fully enjoy their jobs will immerse themselves in your brand, becoming extremely knowledgeable on your products, services and customer base.
With this knowledge and expertise in your company, customer service representatives will become brand ambassadors for your company. Committed agents will be able to take the initiative, as well as offer a proactive approach that delivers solutions to your customers.
2 - Improved efficiency
Customer service teams that possess a high turnover rate suffer from unavoidable disruptions in their productivity levels. Other employees can be pulled from their jobs while a replacement is found, and new employees require weeks, or even months, of training.
Retaining experienced employees who know your company will have huge benefits for your overall customer service. Experienced staff members will know the ins and outs of your business as well as your customer, meaning they can offer efficient service that quickly solves customer issues.
3 - Building better relationships with customers
Employees who are committed to their job and happy with their role will provide more upbeat and positive customer service experiences to your customer, resulting in more engaged customers and better relationships between the customer and your support team.
Customers will remember the positive experience they had with your company and the positive attitude of the customer support representative. As a result, when they next think about a similar product or service your company will be top of mind.
4 - Higher quality customer service
Low attrition rates mean employees stay at their company over a sustained period of time, and that means they acquire an increased level of knowledge on your company, what you offer, the potential issues that can arise and your customer base.
Customers who receive a more knowledgeable service will trust your brand and come back to buy from you time and time again. They will buy into the customer experience you are offering, rather than shopping around with your competitors.
5 - Custom retention
That leads us to the last, and perhaps most important benefit - customer retention. Low attrition rates will result in an increase in customer retention and a jump in profits. Customers may like your products or service, but it’s the personal interactions with your company and the customer experience that they really buy into.
A study from Oracle found that 86 per cent of consumers are willing to pay up to 25 per cent more for a better customer experience. The retention of existing customer should be a priority of your business if you are looking to grow, and there’s no better way to do this than through superior customer service.
Advantage Communications is proud to maintain an employee attrition rate of less than 27 per cent - well below the industry average.
If you want to learn more about how our customer service representatives are perfectly positioned to transform your customer service, contact us today.