{"id":43424,"date":"2020-08-27T20:45:31","date_gmt":"2020-08-27T20:45:31","guid":{"rendered":"\/us\/en\/blog\/?p=43424"},"modified":"2024-06-21T00:51:38","modified_gmt":"2024-06-21T07:51:38","slug":"understanding-the-link-between-employee-turnover-and-poor-customer-experiences","status":"publish","type":"post","link":"\/us\/en\/blog\/understanding-the-link-between-employee-turnover-and-poor-customer-experiences\/","title":{"rendered":"Understanding the link between employee turnover and poor customer experiences"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">It\u2019s no secret that turnover in the contact center industry is unusually high. In fact, the average <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/call-center.html\">call center<\/a> turnover rate in 2015 was 30-45%, meaning many businesses lose nearly half their agents on a regular basis. And since it costs, on average, $10,000 to 15,000 to replace every agent you lose, a contact center with a 30% turnover rate can incur <\/span><a href=\"https:\/\/www.tmcnet.com\/channels\/call-center-management\/articles\/440342-how-optimize-call-center-agent-onboarding.htm\"><span style=\"font-weight: 400;\">$300,000 in turnover-related costs<\/span><\/a><span style=\"font-weight: 400;\"> every year.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ouch.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Though contact centers have traditionally been focused solely on customer service, we are now understanding the value of using employee engagement to drive an exceptional customer experience. In this blog, we\u2019re discussing four ways your employee turnover may be affecting your customer satisfaction and keeping your contact center from growth and success.<\/span><\/p>\n<hr \/>\n<p>\ud83d\udc69\u200d\ud83d\udcbc<b> <\/b>\ud83d\udcab <b>Teamwork makes the dream work\u00a0<\/b>\ud83d\udcab \ud83d\udc68\u200d\ud83d\udcbc<\/p>\n<p>The key to building a customer-centric team: Enterprise edition eBook<\/p>\n<div class=\"download-form-widget enterprise-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/ebook\/building-a-customer-centric-team.pdf\" data-id=\"69d20011d8b93\" id=\"69d20011d8b93\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d20011d8b93.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">How RingCentral helped these 6 companies better serve their customers<\/div>\n<form class=\"download-form ENTERPRISE\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog Enterprise\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"enterprise download form\" data-dl-name=\"Take me to it\">Take me to it<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d20011d8b93.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\"> Happy reading!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<hr \/>\n<h2><span style=\"font-weight: 400;\">4 ways agent turnover is hurting your customer experience<\/span><\/h2>\n<h3><span style=\"font-weight: 400;\">1. Agents don\u2019t feel empowered to succeed<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">In a contact center, an agent\u2019s results depend heavily on the resources they have to meet customer needs. According to surveyed agents, however, companies aren\u2019t providing the tools they need, with 60% of agents saying their companies <\/span><a href=\"https:\/\/thetaylorreachgroup.com\/contact-center-industry-stats-technology\/\"><span style=\"font-weight: 400;\">don\u2019t offer the technology needed<\/span><\/a><span style=\"font-weight: 400;\"> to solve customer problems.\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">If agents have to jump between multiple applications and ask customers to repeat their problems, there\u2019s a slim chance they\u2019ll be able to consistently meet management\u2019s expectations. Tools that are constantly glitching or unable to meet agent needs can also contribute to frustration, stress, and overall dissatisfaction. As employees continue to feel a lack of support from leadership, they are more likely to look for other employment opportunities.<\/span><\/p>\n<div class=\"full-width\">\n<section class=\"show-demo\">\n<div class=\"title\">\n\t\t\tEmployee experience + customer experience\t\t<\/div>\n<div class=\"flex-container button-container {{ $description ?: 'spacing' }}\">\n<div class=\"flex-container description\">\n<div>\n\t\t\t\t\tDiscover the powerful link between your employees' experience and your customers' experience.\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"button-wrapper\">\n                                            <button onclick=\"window.open('https:\/\/www.ringcentral.com\/better-employee-engagement\/', '_blank'); return false;\" class=\"show-demo-button\" data-dl-name=\"show-demo\" data-dl-element=\"button\" data-dl-additional-info=\"show demo button\" data-no-auto-dl=\"true\">Visit the site<\/button>\n                                    <\/div>\n<\/p><\/div>\n<\/section><\/div>\n<h3><span style=\"font-weight: 400;\">2. Customer interactions reflect workplace satisfaction<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Moods tend to spread. When contact center agents are unhappy in their jobs and frustrated with their work, these feelings often bleed into the interactions they have with customers. They may be less willing to go the extra mile for customers, quicker to lose patience with callers, and less invested in the customer\u2019s success. It only takes <\/span><a href=\"https:\/\/www.vonage.com\/resources\/articles\/the-62-billion-customer-service-scared-away-infographic\/\"><span style=\"font-weight: 400;\">one negative experience<\/span><\/a><span style=\"font-weight: 400;\"> to lose business with 51% of consumers, so one unhappy agent can quickly create significant losses.<\/span><\/p>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<h3><span style=\"font-weight: 400;\">3. Customer service departments have a never-ending learning curve<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">If a contact center has a 30% turnover rate, customers have a one in three chance of connecting with an agent who is new to the job. Like any new employee, these agents are still learning about their tools, the company\u2019s policies, and the expectations of their new workplace. While they have the potential to provide a great experience, there\u2019s a good chance their unfamiliarity will lead to longer handle times and annoying mistakes during interactions. Even with great training and technology, an endless stream of new employees will limit and mar your customer service potential.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">4. Poor internal communication<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Today, customer service needs to be a company-wide pursuit. If a customer has a question about a technical issue, for example, agents should have the ability to quickly reach someone in that department for the answer. Without an effective internal communication tool, however, agents struggle to meet customer expectations. Leaving agents to search for information can also create excessive agent downtime. In companies lacking adequate internal communication, the average employee can spend <\/span><a href=\"https:\/\/blog.smarp.com\/10-shocking-internal-communications-stats-you-cant-ignore\"><span style=\"font-weight: 400;\">2.5 hours looking for information every day<\/span><\/a><span style=\"font-weight: 400;\">. As this struggle keeps agents from meeting goals and satisfying customers, your customer satisfaction, growth, and revenue can suffer.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Struggling to keep agents and customers satisfied? Use our <\/span><a href=\"https:\/\/www.ringcentral.com\/better-employee-engagement\/\"><span style=\"font-weight: 400;\">EX+CX guide<\/span><\/a><span style=\"font-weight: 400;\"> to learn how you can use employee engagement to create happy customers and excellent service.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>It\u2019s no secret that turnover in the contact center industry is unusually high. In fact, the average call center turnover rate in 2015 was 30-45%, meaning many businesses lose nearly half their agents on a regular basis. And since it costs, on average, $10,000 to 15,000 to replace every agent you lose, a contact center &#8230;<\/p>\n","protected":false},"author":29,"featured_media":43425,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-43424","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Understanding the link between employee turnover and poor customer experiences | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"It\u2019s no secret that turnover in the contact center industry is unusually high. 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