Businesses fail to hire dedicated employees. While pay is important to attract the right people, so should a good vetting system. I worked customer service at AT&T for over 6 years. To get that job, I had to first take a test to show my thought processes and mental processes. That was just to get in the door. Only 25% of all applicants could pass that test. The next test, actual customer service, had a 10% success rate for applicants. For every 100 applicants, only 2.5 reps were hired. During the 6 weeks training course, my class of 12 had 3 new hires wash out/ quit. Imagine trying to hire 100 people that way. They did, but out of that 100, half were gone by the end of the first year. Customer service over the telephone is hard.
If you're staffing phone reps to handle incoming calls, good luck. Give them the support and tools that they need.
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