Express Employment Professionals helps companies reduce high customer service turnover rates that typically range from 25% to 187% annually. They do this by carefully screening candidates to find the best match for each role based on benchmarks of critical skills from current employees. Express also offers training solutions to help retain employees and address the root causes of turnover through exit interviews. Their customized approach aims to provide qualified candidates, reduce costs of replacement hiring that average $3,000 to $10,000 per person, and improve customer satisfaction levels.

1. Respecting People. Impacting Business.SM
Customer Service
Staffing
Finding and keeping good people.
In customer service, the biggest challenge is turnover. Industry-wide, turnover ranges from 25%
to 187%. The cost of replacing a trained person averages $3,000 to $10,000. Express Employment
Professionals can help you reduce your turnover rate and retain good people by getting to the root of
the problem. Finding solutions, not just treating symptoms, quickly adds money to your bottom line.
We help you find the right Perfect for your needs. We’re your local customer
people. • Gain carefully selected employees service experts.
Express uses a customized approach through a customized screening Express can meet your needs,
to identify the best candidates. process whether you need one person or
We use your current employees • Obtain people who match your 100. Plus, you’ll benefit from:
to benchmark the most critical company’s culture • Reduced turnover
performance indicators, and test
and screen applicants against those • Receive employees tested in: • Lowered hiring costs and savings
standards. This assures us of finding -Inbound/outbound sales in time and money
the qualified people you need, -Inbound/outbound customer care • Greater call productivity
allowing you to build a stronger -Collections
-Specific technical support • Improved customer satisfaction
customer service team. levels
-Surveying
-Basic computer skills Ask your Express representative to
But, it’s about more than -Verbal communication skills tell you more.
just filling orders. -Listening skills
We can analyze your situation and •
offer training solutions to help keep
Express regularly recruits for such
positions as:
“We count on Express
your staff on track. Benchmarking - Customer service agent to consistently deliver
and exit interviews with departing
employees help us determine and - Call center agent workers who match our
address the causes of turnover. We - Technical support skill set requirements
also offer additional services, such
as the Organizational Effectiveness
- Problem resolution and make it possible for
Survey, to further measure
- Help desk us to properly serve our
- Collections support
employee engagement and help
solve underlying issues.
customers.”
J. Compernolle
Lee TranServices, Inc.
www.expresspros.com
©2008 Express Services Inc. All rights reserved. CM147 12/08