It may be time to increase their decision-making capacity. If you can resolve a customer's problem on the first call, rather than having to call them back or put them on hold while they consult with a supervisor, you improve the customer's perception of the situation AND improve the morale of your reps. A vital piece in the ownership process is to increase your reps chances of getting situations that he or she is likely to be able to handle. This is a very high-turnover position for two reasons. Although many customers would rather speak with a person than a VRU, you can override that objection by making it quick and the menu options simple so that the customer gets to a person within the first minute of his call.
Customers are more sophisticated than ever, and generally have a good idea of what's wrong.
Preparation This includes training, equipment, and other factors that can improve your CSR's chances of success in handling customer problems. Also include any necessary paperwork. Different people learn best in different ways. Be sure your training program includes two or more of the following, if possible. While you're developing your training programs is an excellent time to evaluate your equipment.