Industries that specialize in customer service are expected to grow considerably in the coming years, coinciding with consumers' increasing appetite for products that require service and support. According to The Bureau of Labor Statistics, employment in the profession should grow 12.2 percent by 2022, providing an additional 298,700 jobs.
A recent study released by Accenture Strategy found that, out of those surveyed, 53% left a provider over the last year due to poor service. Their most cited reason for the change? Nearly three quarters said it was "overall poor quality of customer service." There is no doubting the importance of good customer service in any organization, be it face-to-face, phone, or email communications.
If you're in the business of customer service, the importance is amplified!
The key to providing exceptional customer service is always, as Jim Collins said in Good to Great, getting the right people on the bus. Effective recruiting and retention of good employees is essential. MAU Workforce Solutions specializes in just that! Here are a few ways MAU would love to help your customer service and call center needs:
Help Companies FOCUS:
MAU helps call centers focus on the things that truly make them successful: customer initiatives, new offerings, improved response time, call quality, customer satisfaction, etc. This is accomplished through a thorough review of core vs. noncore functions.
Help Companies IMPROVE:
MAU Workforce Solutions can help call centers with recruiting, assessment, and selection of candidates for job openings. We offer a wide range of options that can be customized to meet specific hiring needs and ramp-up goals, utilizing lean process principals.
Help Companies DELIVER:
MAU can allow you to quickly increase or decrease headcount based on changing business conditions. This flexibility allows for new initiatives and business cycles to occur, as well as seamless implementation.
Help Companies COMMUNICATE:
MAU helps management stay connected with employees and contractors through customized associate engagement initiatives.
MAU would love the opportunity to customize resolutions for you that will enhance your customer service center. Contact us today to learn more!
Click below to download a case study on recent success with one of MAU's Call Center partners.