True or False? Nearly three-quarters of businesses recognize a direct link between customer service and business performance – TRUE. True or False? More than two-thirds of consumers globally make purchase decisions based on the quality of customer service, with 90% of them willing to spend more with brands that provide exceptional customer experience – TRUE.
Based on this data, it’s clear that customer satisfaction has never been more critical, and in fact, it’s the single most deciding predictor of success in 2022. Businesses that are committed to elevating customer experience and satisfaction, however, are putting increasing pressure on their front-line, customer service human resources – aka agents – to produce results and boost business opportunities. And this type of stress, combined with the grueling challenges of the past two years, is creating burnout in the service workforce. Incidents of abuse by customers directed at staff soared during the pandemic, as anxiety and frustration led to verbal – and even physical – attacks.
A case in point: the largest UK grocery chain reported 133 cases of abuse by customers in one single day during the lockdown, with one in six employees suffering abuse on a daily basis. Today’s customer-facing workers are describing unprecedented levels of burnout, with many claiming that their employers prioritize the customer experience over employee wellbeing. These same workers are feeling left behind when it comes to the specialized coaching and training opportunities needed to deliver optimum performance. Factor in that most employees are reporting an increase in responsibilities since the pandemic, which has not been reflected in raises or promotions, and you have an unhappy, unwilling, and dissatisfied service workforce. This comes at a time when your agent is your most valuable asset – never has it been more important to provide a supportive, nurturing, work environment for customer service agents, enabling them to provide first-class customer support and setting them up for success.
Predictions are that we could be facing significant attrition in the service workforce due to the many factors impacting employee wellbeing. There is a silver lining, however. Customer service outsourcing leaders like Anexa can partner with brands across all industries, literally acting as a “secret weapon” that will enrich and expand the customer experience. Post-pandemic, customer service has become a “long game” and needs to be conducted by experienced CX specialists. Incorporating a robust suite of customer-centric outsourced services can make the difference in a company’s ability to meet the expectations of the discerning 2022 consumer.
Leaving your customer experience requirements in the skilled and specialized hands of Anexa teams can alleviate the responsibilities that come with curating and managing a high-performance, in-house customer service department. With a successful track record spanning twenty years, Anexa has emerged as the preferred customer service outsourcing company for American firms. We provide customized cloud software services to include VOIP administration, ACD inbound/outbound, SMS campaigns, call recording, dialer administrations (predictive and progressive), telespot campaigns, reporting, CRM and IVR. Specializing in bilingual services (English and Spanish), our skilled teams of agents take CX to the next level with a commitment to support your business processes as we would our own. Anexa can provide your company with the opportunity to create and sustain meaningful customer relationships that drive your brand, while allowing you to focus on the core activities that strengthen your operations.
Contact Anexa today to see how we can support all of your customer-centric activities.