In 2022, the customer service industry is set to see a rise in expectations from consumers ready to put the global pandemic, and its effects, far behind them. Paired together with the struggle to find enough employees to meet job vacancies and growth, the industry should be preparing for a rocky year. For companies willing to adapt, and quickly, this could be a pivotal year. In our series on the 2022 state of customer service, we focus on four key elements driving customer care: The industry, our people, work-from-home, and technology. Today, we focus on our people.
It’s no secret in the call center industry that a top priority is retaining call center agents. Turnover is notoriously high at 30 to 40%. And, when turnover is this high, every agent, every employee matters. Our approach to retention and employee satisfaction matters.
Five Star Call Centers has expanded it’s work-from-home program across the U.S., bringing high quality talent to support clients’ needs.
In the 2020 State of Customer Service, our Five Star team discusses the impact of real-time reporting, artificial intelligence, business integration and innovation on the industry.
Six months into the COVID-19 pandemic, Five Star Call Centers shares their journey to employee recruitment, working-from-home, and recognizing employee excellence.