nextSource, Inc, February 15, 2010, Monday

nextSource, Inc

February 15, 2010, Monday

nextSource, Inc

Maintaining Your Customer Service Rep

Posted by nextSource in Business, Services and Resources.
Tags: business success, Economy, Payroll, worker turnover
trackback

For every company, keeping talented and motivated employees is a vital aspect to survival and takes consideration and in many cases, financial investments. Studies show that when employees leave their company, overall productivity, moral of remaining employees and service diminish.

This is particularly harmful to companies providing services, be it hands on like mechanics or workforce tools such as web-based programs. Dominating most of the US economy, these businesses rely heavily the efficiency of their customer service team. Losing even a small number of employees can generate devastating results.

A study conducted by Cornell ILR School’s Center for Advanced Human Resource Studies showed that as rates of voluntary job termination increased, complaints of customer service increased. When current employees take time away from their roles to train new employees customer service complaints increase as well. Finally, companies with a large amount of new employees receive the lowest in customer service ratings.

On the other hand, smaller companies and businesses with more seasoned employees were able to avoid the negative effects of turnover.

To avoid diminished customer service it is recommended to separate large workforce into smaller groups. This allows for a more centralized employee base which may result in stronger moral. Quickly training new workers will also aid in avoiding turnover along with uninterrupted transitioning of positions.