Only one in three customer service reps are actually engaged; the remaining reps are neutral or disengaged, according to Gartner, Inc. The Gartner 2021 Customer Service Rep Role and Experience Survey of 600 customer service reps, conducted in December 2020, revealed disengagement is rampant among customer service reps (see Figure 1).
Disengaged reps are 84% more likely to look for a new job than engaged reps, and even neutral reps are 43% more likely to engage in job-seeking behaviors. Left unchecked, this can lead to poor customer outcomes and economic cost, especially as disengaged and neutral workers make up two-thirds of the workforce.
“Disengaged reps engage in behaviors that drive a high-effort customer service experience three times as often as their engaged counterparts,” said Brent Adamson, distinguished vice president, in the Gartner Customer Service and Support Practice. “These behaviors include failing to provide first-contact resolution, making customers repeat information and failing to reduce the number of steps customers must take to resolve their issues. Therefore, reps are much more likely to provide a poor customer service experience, negatively impacting loyalty and customer outcomes.”