Aside from delivering superior customer service, engaged employees expend fewer resources doing so.
When you don’t know what you’re doing, whether it’s mowing the lawn or knitting a pullover, it usually takes longer to get the job done. The same rule applies to customer service: when a customer service employee is less experienced and less knowledgeable, finding a solution that is satisfactory to a customer simply takes longer. The more experience such an employee has, the sooner the customer issue is resolved and the sooner that employee can move on to their next customer. They simply get more done in the same amount of time, reducing the person-hours required by the entire support department. Fewer hours = lower costs.
But wait. There’s more.
I have long believed that customer support is a telling sign of the health of a company on the inside. It is perhaps so because management teams often reach for cuts in customer support before other areas, and so, it is the customers who are the first to realize the company has a problem, perhaps even before many of the company’s own employees do.
Lack of experience in customer support personnel leads to more frustration in customers’ experience. That in turn risks the loss of an undetermined percentage of customers, which obviously translates into lost revenue for the company. That consequence does not materialize perhaps in the short term, but it absolutely does in the long term. Loss of revenue, with the competitive disadvantages it brings to the company, puts even more pressure on the company to cut more deeply into customer support. And so on, the cycle of deterioration spirals downwards.
Employee communication increases levels of employee engagement. That in turn increases employee retention, customer support quality, followed by reduced customer support costs.