Retention

Recruitment statistics for contact centres don’t paint a pretty picture.  Call Centre Helper’s 2021 Research Paper highlights that 43.5% of contact centre professionals are experiencing damaging staff shortages, and Contact Babel, proprietor of the UK’s largest annual contact centre study, have shared in their 2021 report that 1 in 6 operations experience annual attrition over 30%.  With tragic turnover rates, poor retention, and lack of candidate experience, it’s clear that the contact centre industry as a whole has been in need of radical changes for a while.