Let's face it, being a customer service rep in a contact center isn't the easiest job in the world. Callers are looking to solve problems and are usually less-than-happy about it. They want easy answers. And they want them now. Retaining employees in this environment can be equally hard with the average turnover rate for contact center operators fluctuating between 15 to 25 percent.
For employees, this can mean struggling to find another job. And for contact centers, this is expensive. Finding, training, and retaining good employees takes time and effort—often $2,000-$3,000 per employee. So, when employees leave after their training is over, it's a one-two punch to the company’s bottom line.
In a tight job market with record high employment, the challenge is just that much more difficult. Wages are going up and people have more job opportunities than ever, especially in the service sector. On the other hand, the longer you can keep employees on board, the higher the return on that investment.
That’s why ibex, a contact center operator with over 20,000 employees in the US and around the globe, brought in T-Mobile for Business to support a new employee benefit—one that, in some locations, has cut attrition rates up to half.