Great Environment Keeps Turnover Low
Creative service initiative brings the voice of the customer to management and frontline staff through personal conversations and a series of training videos.
(Boonton, NJ, November 21, 2013) — To combat stress, burnout, and turnover, Kristen Hayer has created a fun and engaging environment for frontline reps at VerticalResponse.
The result says Hayer, the vice president of sales and support, has been increased job satisfaction, reduced turnover, and national recognition for the service team through a Stevie Award.
In the November issue of Customer Service Newsletter, Hayer shares the details of her successful program focusing on five key steps:
- The company rotates reps on the channels that they serve so that one person isnt on the phone all of the time.
- The company encourages top-performing reps to spend time on projects in other departments as a way to introduce them to potential career paths within the organization.
- The company hosts contests to introduce new products and processes. A recent contest was based on the TV show Game of Thrones. At the end of the contest, winners were announced and prizes were awarded both for theme-related decorations and for success in implementing the new process.
- Individual departments host regular happy hours with everyone in the company attending.
- And finally, the sales and support leadership team meets weekly for a management focused book group.
Details on each of these programs, the positive response and results appear in the November issue of Customer Service Newsletter.
About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.