From Great Resignation to Great Retention: Tips for Support Teams

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Great Resignation

With approximately 95% of workers in the US considering a job change, resignation rates are at an all time high. In the era known as “The Great Resignation,” employers across industries are struggling to retain workers. One industry that has been hit particularly hard is customer service.

In a recent webinar, Vanessa Van Arsdale and Aly Klidies talk with Solvvy’s Head of People, Abby Gates, to discuss employers’ biggest questions when it comes to the Great Resignation:

  • Why are employees leaving?
  • How can my company slow down resignation rates?
  • How can I empower my customer service agents to stay with the company?

By answering these questions, companies will learn ways to combat today’s unprecedented resignation flood.

Here are the four main takeaways from the discussion:

Anonymous opportunities for feedback will answer “why.”

The most important step an employer can take is to understand why his or her employees are leaving–but that is easier said than done.

Specifically in the customer service industry, support agents are the lifeblood of the business. Unfortunately, they’re not immune to the current resignation crisis. If asked, their “why” can be summarized in one word: stress. The number of customer service employees feeling acute stress weekly is a staggering 96%. For leaders to identify and understand the root causes, it is important to continuously get honest feedback.

Providing ways to receive feedback outside of performance reviews is a key component in understanding each agent’s “why.” One effective initiative is distributing pulse surveys. With the routine incorporation of pulse surveys, leaders find that they are better able to understand agents’ prioritizations, needs, and investment in their careers and with the company. To effectively do this, Abby suggests creating an anonymous place to open the lines of communication and collect feedback so that agents feel safe and encouraged to share their stressors.

Benchmark employee feedback to identify areas of improvement.

If pulse surveys or another initiative is implemented, leaders can use the responses to answer the next question: how can a company improve? The best way to effectively use agent responses is by consolidating the data and benchmarking it across different areas including companies in your industry. How do the results of this employee survey stack up against those from competitors?

Next, leaders should take time to evaluate what they’re doing well and where the company stands to improve. This could be anything from bringing more awareness to work alignment to providing more flexibility for customer service agents.

Create opportunities for comradery and access to resources to empower agents.

Once a company has analyzed feedback from its employees, they can implement strategies to empower their customer service teams. It’s common for customer support agents to feel a sense of isolation and loneliness at work; so, one of the most beneficial ways to empower customer service teams is to get the team together in one place to give opportunities for socialization and collaboration. These opportunities, whether in-person or virtual, add a much needed sense of community to teams.

Another way leaders can empower customer support agents is to make sure each agent is aware of what resources he or she has access to as an employee of the company. An easy way to do this is by creating a knowledge hub. This hub is able to consolidate information and resources so that employees are better informed and ultimately are being better cared for by the company.

Incorporate new technology to support customer service agents.

To better support customer service agents, companies must implement new technologies, like AI and chatbot automation, to work alongside their employees. With technology like Solvvy, chatbots can handle Tier 1 customer issues while agents can focus their problem solving efforts on more complex, rewarding cases. This not only gives customer service agents a greater sense of satisfaction, but also a better chance to build meaningful relationships with customers. By creating these relationships, not only will customers gain a deeper sense of trust, but agents will develop a greater sense of purpose.

When employees feel heard, understood, and cared for in and outside of the workplace, they are more likely to stay with the company. Listening, understanding and being proactive are the keys to leaders being able to effectively turn the Great Resignation into the Great Retention.

To dive deeper into this topic, please register to watch the webinar on demand.