Consistency is key when providing great customer service. Your customers need to know that no matter which agent they talk to, they’re going to get the same answer, and the right answer, on first contact. Without it, your representatives can fall into sloppy habits, your most loyal employees will be unduly saddled with extra responsibility, and you’ll see morale go right out the window. This can, in turn, further escalate the risk of turnover, perpetuating a cycle that can be quite difficult to overcome.
If your contact center has a turnover problem, you’re not alone. But what separates successful contact centers are leaders who can recognize the problem and course correct.
Here are several steps that you can take to get back on the right path.
- Outsource: It’s not ideal to bring a new representative into a chaotic contact center. In order to provide your team with a little bit of relief while you right the ship, outsourcing a portion of your load to a highly-trained third party should be one of the first considerations you make.
- Turn downtime into uptime: Though it might sound counterintuitive, the most satisfied representatives are the ones being engaged and challenged. High turnover is a sign that your team isn’t being challenged enough. Review your operational processes to find downtime that can be put to better use honing new skills that will show your team that they have a vested future at the company.
- Review the limitations of your infrastructure: Ask your team members what they want and many of them will tell you the same thing: freedom. Today’s contact center solutions allow for greater mobility and flexibility — when used correctly. If you can alter your infrastructure in such a way as to give your team autonomy, flexibility and freedom, your team will be that much more interested in sticking around.