Have you ever calculated how much it costs when your customer service agents leave? The figures will be shocking when you take into account all investments in training, hiring costs and your team spirit. The turnover rates for customer service agents vary depending on the country. The highest is in Philippines due to hard working conditions and low salary and the lowest rate is in EU.
In our new infographic we highlighted most important reasons for your customer service agents to leave and provided some useful recommendations which will help to improve your employees turnover rate.
It goes without saying that todayâs gigantic Twitter and Facebook user base makes brands more accessible than ever. Customer service via social media can no longer be considered as a luxury but as an essential component of any customer service strategy – for two simple reasons:
Everyoneâs thumbs are practically connected to their cellphones – it gives little room for companies to consider alternatives.
Your brand is already online (whether you like it or not) and ignoring social media can be detrimental to your success as a company.
Instead of talking about what businesses should or shouldnât do, letâs examine what social media does to customers and their expectations. Technology has changed to the point that a customer can learn anything they want about a product (or brand) on their own, before they even speak to a company representative. With all this power comes great responsibility, so hereâs my reasons for using social media for customer support (I encourage brands to take notice):
In our modern digital world security is the highest priority for organizations, both big and small. Not only data but also personal space of employees should be protected. Your company may have its own set of security rules and guidelines. But here are some general tips that can help to create and promote a safer work environment of your customer service team. These tips include general security rules for keeping your data protected and your customer service team workspace organized and safe.
1. Ensure your data is protected
While working with customers various data including sensitive information like credit card numbers, personal information, etc. is shared. Organizations use special security tools to process and store such type of data. However, there are also important guidelines to follow by employees. They will help to keep information protected and avoid data leakage: