Headcount or Employee Loyalty what has more value

I was having a conversation with a colleague the other day. He was telling me about how they had switched suppliers of outsourced customer service. And then he
shared the frustration.

With his old supplier, when he received a customer complaint they would play a recording of the call. In some cases the call would be fine. In others my friend would suggest that the rep get some
re-training. When completed they supplier would call to say the rep is coming back …

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