Working at a call center as a customer service representative has quite a high turnover. Many people do not have the patience to deal with people calling and complaining constantly throughout their days. Social media managers and those who manage social accounts can actually lessen the blow by being proactive and responding to complaints. The following are some ways that social media managers can actually help in employee retention for call center customer service agents.
First Line of Defense
It is much easier to get in touch with a company via social media than wait on the phone for a copious amount of time. The amount of calls that a company receives with complaints because of a lack of response from the social media department might be more than one expects. A social media manager can interact with the customer and even calm them down enough so they do not decide to call and speak to a customer service representative. Just by being responsive many customer will consider their complaint solved. It is much easier to deal with somebody on social media than it is on the phone…
How Social Media Managers Can Help In Customer Service Employee Retention
