Burned Out? How Are Your Customer Service Reps Feeling These Days?
Company Added
Company Removed
Apply to Request List

Burned Out? How Are Your Customer Service Reps Feeling These Days?

Burned Out? How Are Your Customer Service Reps Feeling These Days?

Much has been said about how business owners and leaders are feeling, post-pandemic. Many are short-staffed and frustrated regarding the customer service quality—or lack thereof—their current employees are delivering. Now that we’re making the Great Adjustment it’s time to review what is working, and what is not, and discover why CX training isn’t a luxury, it is a necessity. That means taking care of your customer service representatives (CSRs).

It’s no longer enough to be the customer’s brand of choice. Becoming the employee brand of choice, the company drawing the best candidates from the labor pool, is foundational to growth. To accomplish that, you must have your finger on the pulse on how your CSRs and/or frontline employees industries are feeling.

According to a study by Zendesk, the mood in 2022 is Burned Out: overworked and undervalued. Since last year, customer support requests have jumped 14% and customer service reps are often expected to cover extra bases across the entire customer journey, far beyond their job descriptions, and not only when there’s an issue.

They believe their work is increasingly important, with a greater need for a strategy to deliver the highest quality of experience to the customer. Yet the statistics for categories in which CSRs are “extremely satisfied” are shockingly low:

  • Training quality: 20%
  • View of CSR team by the company overall: 17%
  • Ability to suggest changes: 17%
  • Training frequency: 17%
  • Workload: 15%
  • Career path options: 14%
  • Performance metrics: 14%

Not exactly a recipe for high morale or even employee retention, much less delivering a world-class experience to your customers.

Related

Irrefutable Evidence: Great CX Brands Outperform Competitors & Stock Market Significantly, in Any Economy

Editor’s Note: The DiJulius Group’s annual Customer Service Revolution Conference will take place November 8–9 in Cleveland. Find more information here.

John DiJulius, author of The Customer Service Revolution, is President and Chief Revolution Officer of the DiJulius Group, a customer service consulting firm that works with companies including Starbucks, Chick-fil-A, Ritz-Carlton, Nestle, PwC, Lexus, and many more. Contact him at 216-839-1430 or info@thedijuliusgroup.com.

Published: October 19th, 2022

Share this Feature

Dogtopia
SPONSORED CONTENT
Dogtopia
SPONSORED CONTENT
Dogtopia
SPONSORED CONTENT

Recommended Reading:

Comments:

comments powered by Disqus
Movita Juice Bar
ADVERTISE SPONSORED CONTENT

FRANCHISE TOPICS

American Family Care
ADVERTISE SPONSORED CONTENT
Conferences
InterContinental, Atlanta
JUN 18-20TH, 2024

Sprockets is an AI-powered platform that helps franchisees maintain healthy staffing levels and improve employee retention. Our sophisticated...
From lead generation to increasing sales, Hot Dish Advertising is the pro at getting your message in front of those who matter most--consumers...

Share This Page

Subscribe to our Newsletters