Just 5%.
A 5% increase in customer loyalty can boost profits by as much as 25% to 85%.
It is up to the Contact Center Leadership Team to stimulate improved performance and execution so these gains become a reality. The leaders need to create the circumstances that elicit better performance from their people.
The good news is that positive customer experiences drive repeat business, cross-selling and up-selling of services, loyal customers, and referrals. As well, positive experiences decrease the overall costs of service and sales.
The bad news is that contact center technology has not been the great equalizer between people and their performance that had been hoped. While technology has helped to mitigate poor performance and standardize overall performance, it hasn't fully resolved high attrition rates, lack of engagement, and embarrassing service and sales failures. These problems and a variety of other ills continue to plague contact centers and result in lost revenue, high service costs, and low customer loyalty.
So the key question for Contact Center Leaders and their bosses is not "why" high performance but rather "how"?
Fortunately, with the help of 16 years of research and the biggest bank of high performance environment data in the world, the "how" has become a whole lot easier.
Read how to create a high performance environment in your contact center...
About LSA Global
Founded in 1995, LSA Global is a leading performance consulting and training firm that helps high growth technology, services, and life-science companies create a competitive advantage by powerfully aligning their culture and talent with their strategy. Learn more about getting aligned
