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Experienced customer service reps the key to customer satisfaction.
San Francisco, CA (PRWEB) February 12, 2013
MyInfoBill has launched an employee retention plan to make sure that their customers are always dealing with experienced customer service representatives, company officials said yesterday.
“The biggest challenge for any call center is keeping good employees,” Fraser said. “There is a good chance of employee burnout in our industry. But the more experienced a customer service representative is, the better they can help help our customers. So we need to fight burnout and retain our employees.”
The company asked their workers what makes them want to leave their jobs and what would make them want to stay around longer.
“We found that our employees wanted flexible schedules, performance based pay and the chance to have their efforts recognized by managers,” Fraser said. “Those are all things we can do, and so we are doing them.”
Fraser said internal company metrics showed that the longer an employee had been working at the company, the higher percentage of positive customer feedback they received, demonstrating their value.
“There is no question that the more experienced a customer service representative is with our products and services, the better they can help our customers,” Fraser said. “That's why we needed to make a real investment in keeping them working for us for the long term. It will pay dividends in customer satisfaction.”
Fraser said the retention plan was still evolving and additional efforts may be put in place in the near future.
“We are still learning about how to retain our people and are open to experimenting with new initiatives along the way,” Fraser said.
Customer service website MyInfoBill.com was created to serve the needs of public records clients across North America. With thousands of requests processed each day, MyInfoBill.com continues to grow as a reputable customer service resource. Visit MyInfoBill.com to chat with a live representative or email manager(at)myinfobill(dot)com with any questions or concerns.
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