Recruitment and retention survey results

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Posted Thu 9 August 2007 @ 3:45 p.m. by Sarah Putt

The TUANZ survey on recruitment and retention once again highlights the difficulties employers face in a tight labour market.

The results show that with staff churn highest at around 26% – 36%, finding great agents and getting them to stay for longer than 18 months is a key challenge for contact centre managers.

There’s no one solution to the issue, with a fun workplace culture and opportunities for advancement two of the more popular methods used. Then again perhaps, as one manager suggests, the answer lies in something far simpler to provide – good coffee.

TUANZ members can read the full results of the survey in the MemberLine section here.

Categories: Leadership | Recruitment and HR

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2 comments

  • Craig McFadyen says:

    Surely this where the industry NCCCO qualification should be used for retention? When we look at the numbers of actual staff completing the qualification though we can start to see where there is a disparity between what our industry needs and what is actually happening.

    Added: 10 August 2007, 1:00 p.m. Flag as Spam  |  Flag as Offensive

  • Linda Crosbie says:

    NCCCO qual is being rolled out in my Contact Centre and has proved to be a great strategy with our staff wanting to look at all avenues for career progression within the company. We have online learning via iContact that supports the learning and also set aside study sessions for CSR's to attend part in work time and part in personal time. We already have new CSR's asking if they can take up NCCCO for 2008. At Fisher & Paykel Finance we have initiated a number of action groups that empower CSRs to be active in the change of the business. Cross skilling has been a further area that is supporting our retention strategy.

    Added: 10 August 2007, 2:37 p.m. Flag as Spam  |  Flag as Offensive
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