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Most customers will not give you a second chance.

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Long waits are the top complaint in customer service. Two thirds will switch after one bad experience.

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So you staff up. But agent turnover here runs near forty percent a year.

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Then comes the activity report. The same data gives two numbers, eight points apart. You get quoted the flattering one.

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We screened eight hundred and eighty four people for one contact center program. Ten made it through.

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Of those who passed on skill, forty four percent failed on their home internet alone. Almost nobody screens for that.

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You are not buying labor. You are buying a selection process.

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The findings are in The One Point One Percent Problem.