Acquiring customers is important but retaining them is what makes a business grow in the long term. Still, 44% of companies rather focus on customer acquisition than customer retention. But did you know that it costs five times as much to acquire a customer than to keep an existing one?
These days, businesses need to give their employees a reason to stay at the company. Providing an outstanding working environment and conditions is essential, but it is increasingly not enough in a business world where most industries face labor shortages.
Let’s be honest, customer service departments are not known as particularly positive places, often being associated with irritation and frustration by both customers and agents. For agents in particular, talking to a large numbers of customers every day who only contact you when they experience a problem, can be exhausting.
The call center industry is experiencing major changes, driven by changing customer behavior and ever-increasing customer demands. Businesses are moving everything to the cloud from customer data to call center software, paving the way for the virtual call center business model.
Working as a call center agent is not easy. Agents spend most of their time on the phone talking to customers, resolving complex issues with often angry customers. Considering the resulting high levels of stress commonly experienced, it’s no surprise that call center turnover rates are usually in the sky.
You may not think so but working as a call center professional has a great potential: if you perform well in your job there’s no doubt you will thrive – and so will your career.
As multilingual customer service departments are on the rise, call center agents often find themselves experiencing language barriers with customers during phone conversations. Language barriers may be based on agents and customers speaking different languages, and can also result from differences in regional dialects and accents, and bad phone connections.