Did you know that each month, anywhere from 3 to 4.5 million US workers quit their jobs? A survey found that 94% of those employees would stay at their current employer if they invested in the employee’s long-term learning[1]. This statistic makes it clear as day that employees care whether or not their boss and management provide opportunities for continued growth and training. So what does this mean? Providing satisfactory initial and recurrent training to your team is the best thing you can do for your existing employees, current customers, and your company’s bottom line.
Optimizing Your Front Line with Customized Training
Providing incentives for your employees to stick around certainly reduces turnover rate, but there’s even more to celebrate. We’re about to dive into a handful of important factors that will make you want to get customized CSR training on the schedule pronto:
1. Customer Satisfaction
The better trained your customer service representatives are, the more satisfied your customers will be. After all, when a customer service representative (CSR) is comfortable with the material and knowledgeable about customer expectations, they will be able to provide the best possible service. Customers who are satisfied with the service they receive are more likely to make recurrent purchases and stick with your company as long as possible.
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2. Increased Profits & Sales
Satisfied customers show more brand loyalty and—let’s face it—spend more money. By investing in the education and knowledge of your CSRs, you in turn provide more information to customers whenever they talk to a representative. This will lead to better-informed customers who are more confident in your employees and company’s ability to provide reliable and trustworthy service for their home.
3. Reduced Operating Costs
Hiring and filling empty job positions is a costly endeavor (Indeed.com estimates that it costs 33% of an employee’s salary to replace them). Consider the time it takes your team or management to write a job posting, advertise the job ad, vet candidates, schedule interviews, conduct conversations, onboard new employees, provide training, and supervise them until they are up to speed. By investing in the long-term education of your current employees, you’ll save on all those costs by reducing turnover and having to hire and train new team members as replacements.
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4. Training with Niche Industry Experts
Consumer Focus employs experts in the energy industry, and specifically in the energy industry’s customer service training sector. Our experience within this niche skillset means you can know and trust that we’ll provide training that is customized to your specific and unique needs, as we’ve been working with energy companies for more than two decades and have a plethora of positive reviews.
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Ready to Step Up Your CSR Training and Improve Retention & Sales?
Consumer Focus Marketing’s energy service experts would be pleased to help! Get in touch with us to request a 15-minute consultation with our best trainers, and we’ll get a date on the calendar whenever you’re available to start your new training regimen. We look forward to speaking with you and helping you achieve all the promises outlined above.
[1] https://www.apollotechnical.com/employee-retention-statistics/