Call Centre Information Site.
A new report by ContactBabel, the contact centre
industry experts, finds that agent attrition rates have increased for
the fourth year running, to 23%, while average new agent salaries have
broken the £14,000 mark for the first time.
The report, sponsored by Altitude Software, Syntellect and Cable &
Wireless, finds that 43% of contact centres have a problem with staff
attrition, with large contact centres struggling the most. New agent
salaries are now at an average £14,092, up 4% on last year.
Steve Morrell, principal analyst at ContactBabel and author of the
report, comments: It is concerning that agent attrition has risen
once again, as high attrition rates impact negatively upon customer
satisfaction levels and first-call resolution rates, as well as being a
very significant cost to the business.
Almost half of contact centres find their current staff attrition rates
to be causing a significant problem. With only 13% of these departing
staff going to a competitor's contact centre, this is creating an
industry-wide drain of skills and experience that needs to be addressed
urgently