Contact centres seeing staff attrition on the rise again
Posted by Rachel Fielding in Customer experience on Wed, 16/11/2011 - 01:14
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Following three years of decline, contact centre agent turnover rates are back on the up, having risen by 31% in the last year, a new study has found.
The mean annual attrition rate for UK contact centre agents rose to 21% in 2011, from a six year low of 16% in 2010, marking a year-on-year increase of 31%.
New research published by ContactBabel, the contact centre industry analysts, also forecasts that attrition rates will continue to rise over the next few years, with 2014 agent attrition rates forecast to hit 26%. Outsourcing, retail, services and telecoms are amongst the sectors expected to experience the highest levels of attrition, the analyst warns.
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