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title
Expert Briefing: Improving attrition - Customer Outcomes by Ascent
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One of the most challenging jobs in our sector is that of the front line customer contact centre agent – or Customer Support Consultant, as we call the role here at Ascent. It’s a job that has seen significant change in recent years, and the requirements can prove to be too much for some, which can lead to high employee turnover. This can become a downward spiral that’s difficult to break, as pressure on maintaining SLAs and KPIs often don’t allow enough time to be invested in the role. Like many others in our industry, we noticed some time ago an increase in employee turnover, particularly in our customer support consultant roles, which we have now improved. When we stood back and looked at why this was happening, we realised that our colleagues who directly engage with customers who are dealing with debt have been on the receiving end of so much change in our sector in recent years. As a result, they have needed to pick up a raft of new knowledge and skills, such as more de...
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Glen Walker
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