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Do you know your customer service facts from fiction? Learn what today’s customers and clients really expect in our brand new guide. The truth is out there…
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For the first time in 15 years, the number of open jobs is roughly equal to the number of unemployed workers.
For employers, that makes finding—and retaining—skilled employees more difficult than ever.
On top of that, workers are quitting at historically high rates. According to Axios:
“Quits as a percentage of total separations—which includes layoffs, firings and retirements—reached 69.3% in June [2021].”
There are numerous factors, motivations, and causes, many of which relate to the ongoing COVID-19 pandemic:
In addition, there is a growing misalignment between companies and workers around work–life balance, especially as costs of living continue to rise.
Many people prefer the flexibility of remote work and are leaving companies that require employees to work in shared physical spaces. And more employees are leaving roles for higher pay as well as opportunities to pursue their passions and develop soft skills.
Today’s employees are looking for:
Flexibility
Meaning
Better pay
Equity
Professional development
Rewarding work
But while many employers are working to improve their pay, benefits, training, and worker experience, these changes take time, and the labor shortage is creating significant gaps right now.
All businesses are dealing with the same challenges, but some jobs are particularly hard to keep filled—namely, jobs that involve customer service, support, and communication.
A lack of customer-facing workers means…
Long wait times
Missed calls
Unanswered questions
Lack of empathy & understanding
More mistakes & mixups
Unmet customer expectations
Poor customer experiences
…all of which lead to missed opportunities, unhappy customers, and damage to businesses’ reputations and bottom lines.
This is a defining moment for businesses—an opportunity to review your hiring practices, compensation, and the flexibility you offer employees.
Even with change, however, an employer starting a job search right now would likely need to wait weeks, if not a month or longer, before having a fully onboarded and trained employee ready to communicate with customers.
The labor shortage has created a highly competitive job market in nearly every industry. Flip your industry card to see the average time to hire:
Change takes time. If you need help right now, consider a customer communication solution like Ruby.
We answer all your calls and website chats live, creating meaningful connections and unforgettable customer service experiences. It’s all powered by award-winning training and industry-leading company culture.
Ready to join 14,000 other small businesses using Ruby? Enter a few key details below and we’ll be in touch shortly or call us at 844-311-7829.
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