As improved technology and automated support channels provide consumers with more ways to handle common questions and technical problems on their own, customer service representatives and IT support staffs have seen the number of simple requests go way down in recent years. But at the same time, the number of complex requests has dramatically increased, creating a greater need for trained customer service teams in both B2C and B2B industries.
What’s more is that the cost of each customer service interaction is increasing, too, from USD $7 per interaction in 2009 to USD $10 in 2014. And these costs are compounded even further as the rate of attrition for customer service representatives has risen to 24% this year, an increase of 5% since the Great Recession.
So what can your company do to offset these costs and provide the highest quality of customer service? Offering support services in English—the world’s most common second language—is a great start for companies serving a global customer base.
Voxy’s career-aligned courses are designed to provide professionals with the up-to-date English practice they need to excel in 21st-century careers. We offer a full suite of Business English courses, including English for Customer Service and English for IT Helpdesk & Support. Plus, Voxy’s online English assessment provides HR professionals with the information they need to evaluate a candidate’s English proficiency early on in the hiring process.
Voxy courses are a flexible, cost-effective way to give your IT and customer service teams the English training they need, but don’t just take our word for it! Contact us today to schedule a free demo.