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Incentive programs could boost customer retention rates

By taking the time to create an engaging corporate culture that focuses on quality service, companies are likely to see repeat sales increase as customer churn drops.

Reducing customer turnover can be a major challenge for businesses, but a new study shows that consumers mostly want to remain in their current business relationships.

The annual Accenture Global Consumer Survey found that 85 percent of consumers say companies could have kept their business if they had delivered better service. As long as organizations were able to deliver on the promise of quality customer service, most of their clients were happy to remain loyal.

"The news this year is that customers want to be loyal but customer service often fails to meet their expectations," said Robert Wollan, global managing director of Accenture Sales & Customer Services, in a news release. "The sobering reality is that 'tried and true' strategies for customer acquisition, loyalty and retention are struggling to keep pace with consumers who are perpetually in motion, more technologically savvy than ever and increasingly unpredictable,"

This information can makes the role of the call center essential to reducing customer turnover. Long wait times, unfriendly customer service agents and having to contact companies multiple times to resolve a problem were the top reasons for why clients were leaving organizations.

Call center incentive programs could help fix these issues and provide the means to improve customer loyalty.

Boosting customer service
Incentive programs that recognize friendly and engaging agents can set an example for other employees about what is expected of them. This could dramatically improve interactions with customers by reminding call center agents that their actions, tone and language can have a big influence on the company's relationship with the client.

In addition to rewarding those who provide friendly service, employee reward programs can encourage workers to take the time to solve the customer's issues. Managers who publicly recognize workers who go beyond their job descriptions to help customers could lift the performance of the entire team. These incentive programs boost employee motivation by creating an environment that is engaging and fun to work in.

By taking the time to create an engaging corporate culture that focuses on quality service, companies are likely to see repeat sales increase as customer churn drops. This can save thousands of dollars in sales and marketing expenses, while simultaneously driving growth. Employee reward programs could also benefit other departments as well by ensuring that all staff members understand the value of customer service and how their actions affect potential clients.
 

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