The conventional image of contact centre agents as merely order-takers or complaint-handlers is steadily dissipating. Contact centres have evolved into sophisticated, data-driven hubs that power some of the globe’s most thriving enterprises. Consequently, a plethora of diverse and engaging roles now abound within these centres, including frontline positions that directly engage with customers. And contrary to fears of being rendered obsolete by technology, contact centre workers are harnessing increasingly advanced tools to enhance customer experiences and drive business success.
Nevertheless, contact centres are facing some of the most challenging attrition rates seen in any industry sector. As attrition rates in the UK contact centre industry average 26% – almost double the national average – 71% of communication services businesses report difficulty securing the skilled workers they need. An exodus is taking place. The UK contact centre workforce has been shrinking for more than five years and as the agent population dwindles, it is placing strain on contact centre companies and workers alike.
Access the report and discover more about:
The UK contact centre attrition rates and how an unending talent shortage impacts businesses
The issues that are causing contact centre workers to leave for other industries
What employers must do to overcome the talent exodus
How Brook Street can help contact centre businesses turn attrition into attraction and retention success.
