Anyone who has had experience of working within a contact centre will be aware that the attrition of staff is one of the major issues for managers in this environment. In 2015 the attrition rates for contact centre staff rose again to 22%. The costs that can accrue from this high turnover and the delay that is caused whilst new employees are trained makes the task of running a call centre efficiently near-on impossible. However, the cost of recruiting and training staff is merely a scratch on the surface of the issues that can be caused because of this.
The full article is available for DOWNLOAD