Employer Problem: High Turnover Rates in Customer Service

In the customer service (CSR) department, there are problems. The turnover is very high, and there is poor on-boarding for employees that are newly hired. Currently, they are only given a manual and asked to read it. That does not help them if they have questions beyond that manual, and it certainly does not give them any kind of additional training that they could and should receive from the company. Due to the problems there, the CSR department has a very low morale and the employees are generally not motivated to do much or make any kind of changes. Because the CSR department deals with more than customers, the job can be highly stressful. Many of the newly hired workers are not prepared for this level of stress when they begin their employment.

The programming department, the manufacturing department, compliance, scheduling, and...
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