Staff turnover at call centres reaches crisis levels |
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 Staff Turnover at call centres has reached 25%, the highest level in 5 years. This is the finding of a survey published in September by Incomes Data Services, which has been monitoring the industry since 1998The results of the new report are based on information from 125 organisations, employing one 112,000 staff in more than 300 call centres.
Over recent years attempts have been made to improve the status of the call centre industry. In 2001, The TUC (Trade Union Congress) launched an 'It's your call' scheme after discovering that the average UK call centre has a staff turnover of 20-30% and a similar scheme from The Health and Safety Executive is now in action. Yet despite this, the findings have come at a time when Company Directors are calling for a solution to what has been dubbed a 'call centre crisis'.
Amid the current climate of fear regarding offshore outsourcing and the shortage of staff for the growing industry, a new Contact Centre Specialist, KNXUS have announced that staff turnover for the previous 12 months was just 2.1%, ten times lower than the national average.
The company, who employ 300 people in Banbury, Great Malvern and Castlebar, Ireland, put their low turnover down to staff loyalty. Chief Executive, Stephen West, commented: "We believe in order to run a quality contact centre you need to invest in quality staff. Through providing daily team meetings, speakeasy sessions and one to one's we are able to ensure all members of our team are fulfilled and motivated".
"Call centres in general do not have a good name. They are mostly created in large open plan areas, staffed by a variety of poorly trained, frequently changing personnel who read from pre prepared scripts. They are not quite certain what they are doing and rely on making hundreds of calls with the occasional positive response. That is not how you motivate staff" .
The call -centre industry in the UK currently employs 2% of the UK workforce, yet over 60 % of these people leave their job within two years.
Source: KNXUS Press Release
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