According to a recent survey conducted on 500 enterprises all across the globe, 90% of companies ignored Emails sent by consumers or answered after a considerable amount of time; apart from this, 41% companies left the customer service request unattended. In fact, 99% of businesses failed to follow-up with customers to resolve a specific issue, which is the reason why customer satisfaction rate is declining at a fast pace. These are just statistics and they change even on a day to day basis but by assessing them you sure can determine the gap that exists between customer satisfaction and delivered services. To deal with such issues, it is crucial that agents of retail call centers or any other contact center are equipped with the knowledge to not just meet but exceed consumer’s expectations.

However, knowledge is not the only aspect that can guarantee great customer support. There are numerous other aspects that contact centers need to concentrate on to deliver a better service experience and to boost the service speed rate. Amongst these aspects, one that massively affects service quality is Agent Attrition, which is basically the reduction in call center workforce due to multiple factors. Whenever a customer service agent leaves a contact center, the organization loses a valuable work resource. The agent has the experience in handling specific work process and when a replacement will be hired, he may require a lot of time to assimilate the associated tasks and produce the desired quality work. Apart from all this, the money and time spent in training new agents affect the revenue generated by the business. To avoid all such issues, it is imperative that call centers work towards reducing the agent attrition rate.