A recent overseas study has revealed the leading reasons for call centre agent attrition. Amongst the top 10 reasons one stood out significantly above the others and despite common perceptions, it wasn’t directly about salary.
According to the survey conducted by Deloitte’s for Ireland’s Customer Contact Sector a “Lack of career advancement” is the leading reason for attrition: Creating opportunities for advancement in the organisation has emerged as key initiative for many of Irelands customer contact organisations.
It would appear call centre agent attrition is being driven by two key factors:
Perhaps symbolic of a different jobs market, attrition rates in Ireland appear to be very different to those previously reported on in Australian where attrition rates of >40% are not uncommon. Ireland reported the 2015 attrition rates top three groups as:
Another key element in reducing employee attrition is culture. Having a distinctive culture is now a key selling point and tool for retention: This new social contract between employers and employees leads to expectations for rapid career growth, an exciting and flexible workplace, and a sense of purpose in the workplace. This is driving many organisations to modify their HR practices, culture, or leadership support to manage this new workforce.
So whilst salary/wages is still important (it was ranked number 2) providing a supportive workplace with some clear career paths should at the top of your priority list. And thats a good thing for everyone.