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 Software Advice, 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.
Another reason is that call center employees rarely feel a strong connection to their coworkers since many of them don’t intend for it to be a long-term job. Hiring customers ensures that employees have at least one thing in common – an appreciation for the product or service the company provides – which leads them to have higher rates of job satisfaction than non-customer employees.
Read the full article here to see how hiring customers leads to more motivated employees and reduces recruitment and training costs.