For most businesses, providing exceptional customer service is mostly the responsibility of the call center. But in the post-COVID-19 era, record-high agent yearly turnover of 38%, with over 85% of agents working from home (WFH) and lacking the technology required for the WFH model, has made it difficult for contact centers to deliver excellent customer support.
Your company’s success depends on providing excellent customer service, but what happens if you’re too busy to answer every contact channel? Customer support calls and messages cannot be disregarded, but operations also cannot be compromised. When a business owner wants to expand business globally, you might want to think about choosing outsource call center companies if you are unable to employ enough employees to cover all the essential components of the role.