Happy employees make customers happy!

Off shoring is no longer as fashionable as it was.  Consumers in the UK are voting with their feet and more and more financial and retail institutions are bringing their customer service operations back to the UK.  But what are the risks?  High recruitment and salary costs? Unacceptable levels of staff turnover?

I don't believe that retention in call centres can be tackled on a one dimensional level.  This leads to a silo mentality where the customer services manager is focusing on call queues, contact rates and by default reduces the frontline agent to a mere number.  HR deals with the fallout as employees feel marginalized and powerless to do the job they were employed to do in the time they are allocated.  And where does that leave the customer - not exactly feeling like a king!

It is essential to discover and address the root causes leading to high staff turnover in call centres. It requires all the stakeholders within a business to understand those issues and then create effective processes to engage staff effectively.  With innovative approaches to coaching, development and management the attrition battle can be won.

 At Recrion we believe that you need to keep focusing on your employees, especially when things are difficult.  They are your brand ambassadors to the outside world.  Customers will notice the change in customer service right away!

Visit www.recrion.co.uk to find out how we can help you engage your workforce effectively.