{"id":1772,"date":"2022-03-22T17:38:34","date_gmt":"2022-03-22T17:38:34","guid":{"rendered":"https:\/\/www.replicant.ai\/8-stats-that-show-how-customer-service-agents-have-changed\/"},"modified":"2022-11-01T01:17:25","modified_gmt":"2022-11-01T01:17:25","slug":"8-stats-that-show-how-customer-service-agents-have-changed","status":"publish","type":"post","link":"https:\/\/www.replicant.com\/blog\/8-stats-that-show-how-customer-service-agents-have-changed\/","title":{"rendered":"8 Stats That Show How Customer Service Agents Have Changed"},"content":{"rendered":"

Customer Service Representatives Are Evolving<\/h1>\n

This month, we\u2019ve taken a look at the ways in which the pandemic has changed customer behaviors<\/a>, and how resulting challenges have pushed contact centers to accelerate their automation plans<\/a>.\u00a0<\/span><\/p>\n

But what\u2019s missing is the perspective of the customer service representative. Arguably no job has been more affected by the events of the past two years than that of the contact center agent.\u00a0<\/span><\/p>\n

After all, contact center agents already had one of the most high-stress, demanding jobs in existence prior to the pandemic. Once you mix in a hybrid work environment, rising call volumes, and workforce shortages in the industry, it\u2019s easy to see why employees in customer service can use support from solutions like Contact Center Automation.\u00a0<\/span><\/p>\n

Here are eight statistics that show how contact center agents have changed, and why their job has never been harder:<\/span><\/p>\n

1\ufe0f\u20e3 69% of employees say they have been experiencing burnout symptoms<\/a> while working from home.\u00a0<\/strong><\/p>\n

2\ufe0f\u20e3 Despite the challenges of working from home, 81% of employed adults say they either don\u2019t want to return to a traditional workplace<\/a> or would prefer a hybrid schedule.
\n<\/strong><\/p>\n

3\ufe0f\u20e3 A record 4.5+ million people voluntarily left their jobs<\/a> in November of last year,\u00a0 up from 4.2 million in October.
\n<\/strong><\/p>\n

4\ufe0f\u20e3 96% of agents feel acutely stressed at least once a week<\/a>. Almost half cite \u2018too many calls\u2019 as their biggest challenge. They\u2019re being asked to manage 7.2 more calls per day.
\n<\/strong><\/p>\n

5\ufe0f\u20e3 It costs $9,000 a year to keep a disengaged worker<\/a> and between $25,000 and $100,000 to replace them. For a company of 10,000 employees with an average salary of $50,000 each, disengagement costs $60.3 million a year<\/a>.\u00a0<\/strong><\/p>\n

7\ufe0f\u20e3 Call center outsourcing vendors have disclosed that training class show rates are down to 40%-50%<\/a>, some as low as 20%.<\/strong><\/p>\n

8\ufe0f\u20e3 66% of unemployed adults are seriously considering changing their field of work<\/a>. One-third say they have already taken steps to do so.<\/strong><\/p>\n

9\ufe0f\u20e3 83% of agents cited a lack of data and\/or appropriate tech tools<\/a> as the largest barrier to resolving customer issues.<\/strong><\/p>\n

BONUS QUOTE:<\/b> \u201cDelivering <\/span>a great employee experience<\/span><\/a> will be the leading indicator of business success in 2022.\u201d\u00a0<\/span><\/p>\n

Learn more about how Contact Center Automation is helping customers and contact centers adapt to the new normal by serving the customer, the agent, and the contact center with equal effectiveness. <\/span><\/p>\n

\"Download<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Customer Service Representatives Are Evolving This month, we\u2019ve taken a look at the ways in…<\/p>\n","protected":false},"author":19,"featured_media":1773,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"acf":[],"yoast_head":"\n8 Stats That Show How Customer Service Agents Have Changed | Replicant<\/title>\n<meta name=\"description\" content=\"Contact Center Automation helps agents evolve to meet the needs of a changing workplace and customer service environment.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.replicant.com\/blog\/8-stats-that-show-how-customer-service-agents-have-changed\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"8 Stats That Show How 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