Many of us have worked in contact centers. It’s never been a particularly glamorous or well-paid job. And there’s now a serious talent shortage. Employers around the globe are facing the most severe recruitment crisis in 12 years, according to the latest Talent Shortage Survey, with 40% of companies surveyed reporting difficulties filling roles.
Contact center agents want to work for employers who help them to develop and grow their careers – and they’re not afraid to leave if they’re not getting what they need. In fact, agents are leaving their positions at more than twice the average attrition rate of other jobs. But thanks to a new wave of fresh approaches, that reality could be ripe for change as enterprises set about building a call center culture of excellence.