Why our Call Center Easily Retains CSRs

Call Center Tenure

 

 The average tenure of a CSR in an AnswerPlus Call Center is 10 Years. 

 

I love to brag about the tenure of AnswerPlus CSRs. I love to tell people that we have brothers and sisters, husbands and wives, mothers and daughters, in-laws, best friends, aunts, and uncles all working together under one roof. 

I smile when I tell the story of a girl and a boy who met while working at AnswerPlus, and now they are happily married with three children. And how he began working for us because his mother worked for us first. 

I wish these walls could talk. They would tell you about tears, both happy and sad. They would speak of happy surprises and wonderful opportunities for growth.

So how did we do it? How did we make our inbound call center an environment that people enjoy coming to work in every day. 

1.We’re Selective about the Staff we Bring into our Call Centers.

Not just anyone can work in this industry. To be successful in this business you first need to enjoy helping people. At AnswerPlus, we only hire individuals who have a natural sense of empathy and the desire to make people smile. 

2. We Have an Open Door Policy. 

If one of our Virtual Receptionists wants to talk to Dana or Paul (the COO’s of AnswerPlus) they can. If any team member wants to have a private conversation with their superior, they can. We encourage conversations and open dialogue. That’s how you get to know each other and that’s how you learn about what needs to change, and what can be improved upon. 

3. We Put our Virtual Receptionists Before our Customers.

I know this seems strange to you, but hear me out. Like I said before, AnswerPlus is in the business of helping people, and if our Receptionists are not happy our service levels will decrease as a result.

So, in order to provide our customers with the very best service, Dolly Lloyd (The AnswerPlus founder) realized that once she hired the right team, she had to make sure that they were happy. If her employees were happy, then her customers’ callers were happy, and thus, her customers were happy. 

4. We Put in the Effort Daily.

Creating a happy work environment isn’t something we take for granted. We know what other inbound call centers are like, so we protect what we have and we always strive to make it grow.

Every opportunity we have to celebrate we take it; Birthdays, Weddings, Holidays, any reason is a great reason. And, sometimes we don’t have a reason, we just have get togethers. For example, we have BBQ’s in the summer just because, we will rent games and dunk tanks just because we can.

These are just some of the things that AnswerPlus does every day to make our team members happy. Stay tuned, we will be posting a part two in the near future.  

Filed under CSRs, Customer service.

Posted by:   In: CSRs, Customer service  

1
Mar
2016