High turnover in customer service can be costly for businesses. It indicates issues like products being too complex for representatives to fully understand, a lack of adequate rewards and benefits, and a failure to share ideas between employees and management. To improve turnover, businesses should implement continuous training programs on all operations aspects, incentive plans with realistic targets, one-on-one sessions for employees to share experiences and solutions, and timely performance updates focused on reducing errors.

1. Reasons and Remedies of High Employee
Turnover In Customer Service
High customer service turnover is not a new thing, yet it’s a big concern
for small-scale businesses. As you know, high employee turnover
proves to be a financially costly for businesses. At the same time, it’s
not necessary for every customer service department, as there are
some good businesses where customer service representatives have
been working happily for years. Before you climb down into tips and
tricks to reduce employee turnover, better understand why you’re
dealing with it.

2. What Does High Employee Turnover In Customer Service
Indicate?
Complexity of product:
You cannot expect your employees to understand each and every
aspect of products. Most of the time, they have to deal with a large
variety of them. Then there are tiers, value added services, changes in
return policies, increased taxes, shipment policies, refund policies and
much much more. On your part, after giving them a small refresher for
15 to 20 minutes, it’s job done. Now they’ll understand themselves,
isn’t it?
Plenty of high potential employees leave every year with a firm decision
of never to look back at this job again. That is, because, they find
themselves short of knowledge.
Lack of rewards and benefits:
You hired them on a fixed salary and set sky-high targets to achieve.
Rather than thinking about getting perks and privileges, employees
dwell in fear of losing their jobs. Initially, out of all enthusiasm, most of
them might show above average performance. Real problem starts
when they start to show reluctance and you start to get uncomfortable
with their attitude. Are you satisfied with your incentive plans? It
doesn’t matter if you do. Your employees have rejected it!
Lack of idea sharing
Companies that never change with time, face far greater challenges
that employee retention. If you wonder you’re the only one who can
think and make the right decisions, you’d never have to read these lines

3. at the first place. There may be others who may not be as gifted as you,
but they talk to real customers. Your employees are the best resource
to find out what’s changing around and what needs to be done to adapt
that change.
By now, you must have some issues of your own, but first, you need to
improve on these factors:
How to Improve
1. Develop a continuous and recurring training
schedule which must be based on all
aspects of your operations. You
may consider getting a training
room rental for product
refreshers and updates. A good
environment that encourages
employees to focus on their current
competence level , is vital for better training. Organize these
refreshers in classroom rental and let them share their ideas as well.
2. Your incentive or bonus plan must have realistic and achievable
targets. Encourage top performers to maintain their efforts by
means of appreciation, relaxation and other benefits. Prefer senior
and experienced employees during promotions or inter-department
transfers.
3. Conduct one-to-one sessions in which employees can share their
experiences and suggest solutions to a number of issues.
4. Send them timely performance updates. Pay attention to their flaws
and help them minimize errors.