Customer Experience

AMM Communication Consulting » Customer Experience (CX)

The demand for businesses to transform their customer platform to a digital experience is a necessity in this post-Covid era. Customers need to be able to reach your businesses with ease and have a positive experience when they do. Otherwise, you risk losing customers to competitors or upsetting them so much that they turn to social media to broadcast their dissatisfaction.

Customer Service Agents are on the frontlines of this customer barrage, and their ability to communicate and help the customer needs to be made easy and enjoyable. To do their jobs effectively, these agents need to know the metrics, key performance indicators (KPIs), that they are being evaluated. Transparency around KPIs allows agents to assess their own performance, compete with their peers, and understand how to improve the experience they are providing their customers.

41% of customers have stopped using a product or service after having to repeat themselves over and over or being transferred from rep to rep.

Unfortunately, employee turnover can be as high as 100% in customer service roles. The costs of continually training new staff to provide a knowledgeable and positive experience to the customer is a tall and expensive order. The cost for one call center agent leaving is around $100,000. A recent study shows that it takes an average of 4.9 months for a new employee to be truly proficient at call center work. That’s nearly 5 months of wages and several weeks of onboarding hours invested in a position where 20% of employees turnover within their first year.

When there’s high churn in your customer service roles, that’s money being thrown out the door. We have solutions available to help lower agent attrition and increase the customer experience (NPS score).

Working with us is a win-win-win for your employees, your customers, and your bottom line.