Finding (and keeping) the right talent for your CX organization

Finding (and keeping) the right talent for your CX organization

Every company wants to deliver excellent customer experiences, but not all of them achieve this. Their secret? Finding the right talent who will delight your customers for the long run.

Welcome to the Ethical Source, where we explore the A-Z of building global teams, news, and the future of ethical outsourcing. If you are new to the world of ethical outsourcing this newsletter is for you.

This week’s edition: Strategies to find and retain CX talent

Your customer experience team is responsible for creating a connection with your clients. While it is important to have quality services and products,? great customer experiences add value to every interaction impacting your brand’s reputation and overall customer retention.

According to Daniel Newman in his 2020 Forbes article, 86% of consumers are willing to pay more for a better customer experience. This is why having the right talent on your team is essential to stand out from the competition.?

Identifying the Right Talent?

?The first step to identifying exceptional talent is looking for the following soft and hard skills during the interview process:

• Customer-oriented mindset: Also known as empathy, customer service advocates should have strong emotional intelligence to be able to understand clients’ needs. Empathy plays a strong role in de-escalating a situation during critical moments. Here’s how our Client Caraway leads their CX team with empathy.
• Communication: Clear communication goes a long way to make your customers feel heard and taken care of. Knowing which communication channels are appropriate for each situation is key to ensuring your prompt response to urgent matters.?
• Efficiency: Team members must be able to prioritize and act rapidly to get through their insurmountable workloads, especially in high season. Being efficient will reduce operational costs while meeting your client’s expectations.
• Tech proficiency: CX tools are on the rise and being able to adapt to new technologies is essential to provide a more comprehensive service. AI can reduce time-consuming tasks, allowing team members to focus on more complex and value-added aspects of customer interactions. We’ve compiled a list of AI tools to introduce to your CX teams, check it out here.
• Proactivity: Being on the front lines of support, CX advocates are usually the first to hear about the needs and problems your customers are facing. Having a proactive mindset will lead to rapidly addressing these issues.?

Boldr’s Director of Talent Acquisition, Kaitlin Foster, recommends balancing the force of tech and the soul of a community.?

Recruitment Strategies?

Building an exceptional customer service team requires a clear understanding of the type of experiences you want to deliver to your clients and the type of culture you want to foster in your team. What your clients see on the outside should be a reflection of the inside of your company.

To attract top-notch talent, your job descriptions should go beyond a mere list of qualifications and responsibilities. They must provide insights into your company’s culture and achievements, using language that reflects who you are as a company.

Pro tip: highlight your mission, vision, and core values to make sure you attract like-minded individuals who will fit in with your company culture.

Read: The Impact of Being a Values-Driven BPO in the Competitive Outsourcing Industry

To recruit the best talent, you will need to adopt a multi-channel approach. While great CX talent can often be found in less technical backgrounds, particularly in client-facing roles, another effective strategy is the implementation of referral programs and leveraging your existing network. Make use of your online platforms and CX communities to post job openings, connect with potential candidates, and showcase your company culture.

Team Member Engagement and Retention

According to a study by the United States Bureau of Labor Statistics, the average call center turnover rate is as high as 45%—at least twice the average turnover in other departments. Customer support teams often face the challenge of handling high-stress situations and demanding performance expectations.

Read: How High Retention Rates Can Maximize Business Success

Therefore we recommend prioritizing the well-being of your CX team by implementing the following initiatives:

• Living wage and periodic bonuses
• Professional development opportunities
• Work-life balance
• Supportive company culture
• Strong leadership

Team members who feel a strong sense of connection are more likely to resonate with your CX mission, enabling them to connect with and provide exceptional experiences to your clients.

Want to learn more about retention strategies? Check out this article and stay tuned for more CX content.

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