Top 3 Reasons For High Turnover Within Customer Support Roles

Jan 10, 2022 | Customer Service, CX

The Human Resource Institute estimates that turnover costs about $10-$15k for a frontline employee! 
 
But what are the reasons for high turnover within customer support roles?
 
These are the top three:
 
𝗣𝗼𝗼𝗿 𝗴𝗿𝗼𝘄𝘁𝗵 𝗼𝗽𝗽𝗼𝗿𝘁𝘂𝗻𝗶𝘁𝗶𝗲𝘀: Most customer support reps don’t plan on staying in that job forever. It is your responsibility to consider ways of keeping your talent and providing training and education for them to up their skills!
 
𝗟𝗼𝘄 𝗽𝗮𝘆 𝗮𝗻𝗱 𝗺𝗶𝗻𝗶𝗺𝘂𝗺 𝗯𝗲𝗻𝗲𝗳𝗶𝘁𝘀: While compensation isn’t the only thing that motivates an employee, a low wage is hardly an incentive to perform at their best and keep improving.
 
𝗟𝗮𝗰𝗸 𝗼𝗳 𝘁𝗿𝗮𝗶𝗻𝗶𝗻𝗴: You want your agents to be well-informed and your clients expect the same, but unfortunately, most customer support reps get training only when they are on-boarded and then are left to their own devices from then on. 
 
By providing opportunities for growth, fair wage and benefits, and high-quality training you can equip customer support representatives to face the challenges of their job, reduce turnover, and hugely improve customer experience.
 
With Quark.ai‘s capability to provide answers to any inquiry, we are providing customer service rep training on the spot and in real-time. Ensuring that support agents improve their knowledge and end up with more success in serving the customers.
 
Interested in learning more? Be in touch!