Did you know that the turnover rate for a dedicated customer service agent is around 30% and experts in the industry all agree that this number will only increase in the coming years.
While there are many factors why this field has such a high turn overate, the top reason by far is simply that agents get quickly burned out dealing with the same issues and answering the same questions time and time again.
We’re going to talk more about this later when we get into solutions, but for now, just know employee retention does affect your bottom line and I guarantee it’s much more then you think.
Did you know that 70% of the top companies out there actually use customer feedback to make strategic decisions that drive their business?
These companies stay ahead of the market, because they are listing to their customers.
Want to know the best, easiest and most cost effective survey study you can conduct? Simply analyze what your customers are talking about when they contact you. They are telling you, honestly, right there, what they care about, what you should improve, and if you listen closely, they’re actually giving you ideas for new products and services that you can offer to them in the future.
Your customers and prospects that contact you, are one the best focus groups you can ask for …simply listen to them and you will see positive results.
|Source: Aberdeen Group, Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand 2011|