Call centers are notorious for their high turnover rates. According to the Bureau of Labor Statistics (BLS), the professional and business services industry (which includes call centers) had an annual turnover rate of 64.2% in 2021. That’s higher than the average—about 47.2% in the same...
Improving customer experience and satisfaction is the goal of every BPO and customer service center. But what does it really mean to improve customer satisfaction? We think it simply requires a willingness to listen and treat every caller like the individuals they are. But that may...
Silicon Slopes, an annual event that brings tech companies from around the country to Utah, offers a great opportunity to discover new strategies that can transform your business. But here’s the problem: Technology companies are often stretched too thin to implement these new and exciting...
When people call your business looking for a solution to their problem, they’re taking time out of their busy day to reach out with the hope your company can help. More important than the solution you offer, however, is how you offer it. Are you running...
How do you accurately measure customer success? It’s a question that has stumped too many BPOs and call centers. Many look to industry standard call center metrics to measure their success—after all, they’re standards for a reason, right? But you may be surprised to find that...
High attrition can be one of the most costly problems a business can face, especially if that attrition comes from the new hires you just spent so much money onboarding. A study by Jobvite found that 30% of job seekers have left a job within...
Dealing with attrition and turnover is an unfortunate reality every industry has to face. But just because it happens doesn’t mean there’s nothing you can do about it. In this article, we’ll discuss how to calculate attrition and turnover, the cost of losing employees, and...
The COVID-19 pandemic thrust most of the global workforce into a remote work setting. This led many people to work from home for the first time. And they liked it. Even as social distancing restrictions eased, many companies chose to continue the work-from-home setup to appease...
The Great Resignation is an ongoing trend where millions of people are leaving their jobs. This trend began around March and April of 2021 and has since inspired over 45,000,000 people to resign voluntarily. There are plenty of potential causes for this mass exodus. Some common...
The Great Resignation is what many are calling the recent phenomenon of people leaving their jobs in the aftermath of the COVID-19 pandemic. In September of 2021, 3% of employees voluntarily left their jobs (about 4,253,000 workers). That percentage hasn’t risen above 2.4% in over...
