HUGE turnover rates keep call centers in the dark ages
Contact centers typically have a notoriously high turnover rate, between 25-upwards of 100% per year. With such high turnover, it’s impossible to deliver reliable good customer service even with the weasel words of management claiming “empowerment” of the agents. No amount of training can provide consistent customer-service training, much less additional sales training.
On the agents’ side, the atmosphere of high turnover doesn’t lend itself to a long-term commitment to the company. Without that kind of commitment, it can be difficult for agents to sincerely sell your compan’s products. This is not to demean the dedication of the agents. By nature, they are often short-term employees. They are great at handling customer issues but they may not necessarily be great salespeople. So how do you equip these agents who may have limited experience, limited training, and limited motivation to successfully up-sell and cross-sell?
There are those that could sell anything to anyone and others who sell cookoo clocks to birds as a condo! LOL