
Contact Center Employee Retention Linked To Customer Loyalty
Keeping your contact center team happy is key to keeping customers happy and sales rolling in.
Ever noticed that the best places to buy from are also the best places to work? That’s not a coincidence. In the fast-paced world of contact centers, where emotions can run high and patience can run low, having a team that’s engaged and committed can make or break your customer experience. Here’s what we know:
- Turnover Troubles: High turnover isn’t just a headache for HR. It hits your customers hardest. In 2022, turnover in contact centers hit a staggering 38%. Every time an experienced agent walks out the door, your customer service takes a hit.
- The Engagement Edge: Companies that get employee engagement right see big rewards. How big? Think a 10% lift in customer ratings and a 20% bump in sales, according to Gallup. When people love what they do, they make sure your customers love your brand.
- Satisfaction Scores: Quantum Workplace tells us that teams with high engagement scores rack up customer satisfaction rates 14% higher than their less engaged peers. Happy employees lead to happy customers—it’s as simple as that.
Why Contact Centers Can’t Afford to Ignore Employee Retention
Contact center services leaders feel the pain of high employee turnover. What’s worse, customers do, too. The longer that contact center employees stay, the more adept they become at not only taking orders, but adeptly solving customer problems.
Experienced, engaged contact center employees also learn to recommend other products customers may like, which leads to higher average order values. Here’s why keeping your seasoned pros matters:
- Deep Product Knowledge: Engaged, long-term contact center employees don’t just know your product; they know the quirks, the quick fixes, and everything in-between.
- Relationships Matter: Long-term employees build relationships that turn customers into fans.
- Losing Skills Hurts: Employees take their know-how with them, leaving gaps that aren’t easily filled.
Outsourcing Contact Center Services Can Help If You Do It Right
As workforce management and operational challenges rise, so does the temptation to outsource contact center cost and headaches.
We get it. It’s costly and time-consuming to handle all your contact center service needs on your own. You don’t have to go it alone.
Partnering with an outsourced contact center service provider can be a good solution, especially for growing businesses or customer operations with steep peaks and low valleys.
However, if you value the link between happy, engaged employees and excellent customer service, proceed with caution. Outsourcing your contact center services can seem like a great fix. It helps you scale operations challenges, but it comes with its own set of risks:
- The Gig Worker Gamble: Outsource partners who rely on gig workers or contractors can be hit or miss. They’re playing a different game—one where your customer isn’t necessarily the top priority.
- Short-Term Wins, Long-Term Losses: Gig workers might be here today and gone tomorrow, focusing more on their next gig rather than your customer’s loyalty. Gig workers are the opposite of long-term, engaged employees.
ContactGURU Offers a Better Outsourcing Solution for Contact Centers
We’re not your average outsourcing shop. At ContactGURU by IMS, we’re all about the long game:
- Rock-Solid Retention: Our retention rates are through the roof—four times higher than the industry average, actually.
- Top-Tier Satisfaction: We lead the league in customer satisfaction, and that’s no fluke. Our people stick around, and it shows in the way they delight and retain your customers.
How We Keep Our Team—and Your Customers—Happy
Here’s our secret sauce for keeping our agents engaged and at the top of their game:
- Fair Pay: We pay our people like the professionals they are.
- Affordable Pricing: Our employees are all part-time, at-home agents, so we keep overhead low, and your service affordable.
- Flexibility: Our agents love working part-time from home. Their flexibility means we can flex your service up and down, too. Unlike our competitors, we don’t impose staffing quotas or hidden service fees on our clients.
- Never Stop Learning: Ongoing training keeps our team sharp and ready for anything.
- Paths to Progress: We make sure everyone can see a future here, with clear career paths and opportunities to grow.
- Thanks Where It’s Due: We don’t just expect hard work; we celebrate it. When we see our agents driving results, we reward them, because we know that’s good for them, for us and for our clients.
Choose Your Contact Center Outsourcing Partner Wisely
Picking the right outsourcing partner is a big deal. With ContactGURU, you’re not just filling seats—you’re building a team dedicated to keeping your customers coming back.
- Better Service, Every Time: Our agents aren’t just trained—they’re invested.
- Loyal Customers Stick Around: Happy agents mean happy customers, which means better business for you.
- We Handle the Tough Stuff: Focus on your business, and let us take the customer service reins.
The link between keeping contact center agents happy and keeping your customers loyal is solid. By partnering with ContactGURU, you’re choosing a team that’s as invested in your customers as you are. Ready to see the difference a happy, engaged team can make?
Book a demo with ContactGURU today. Let’s chat about how we can help you boost your customer service and keep your customers loyal.