Should You Hire Your Customers for Customer Service?

Most call centers experience high turnover – as much as 20 percent – leading to decreased sales growth and an increase in the cost of replacing employees. Instead of hiring people with no connection to your products for customer service positions, companies should hire people who are already customers, according to research by Customer Service Investigator, a website that reviews software and helps companies find the right technology.

One reason that companies have trouble retaining call center employees is that they lack a clear career path. Kixeye, an internet game producer with its own customer service center, has found that hiring customers reduces turnover because they are more likely to want a long-term career with the company and seek out opportunities for advancement.



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