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Recruitment is 'number one issue for call centres'

30 Sep 2008

Recruitment is 'number one issue for call centres' The number one issue for British contact centres is the ongoing requirement for new recruits, according to new research.

According to the UK Contact Centre Operational Review, conducted by ContactBabel, agent salaries have decreased in the last year and a lack of upward progression makes call centre work difficult to recruit for.

The new study shows that attrition rates in the 200 companies surveyed is around 30 per cent and many staff leave the industry entirely with just 13 per cent transferring to another call centre.

However, 81 per cent of the companies questioned by ContactBabel said they were looking to recruit over the next year to increase headcount.

Steve Morrell, author of the report, said: "There are contradictory pressures on the UK contact centre industry where HR is concerned."

He added the majority of call centres planned to have a recruitment drive in 2009.

Meanwhile, Kwik Fit Insurance is aiming to increase its workforce by 13 per cent over the next six months.

"Progression, training, development and staff welfare is high on the agenda in everything we do," said Marie Stewart, recruitment manager at Kwik Fit Insurance.

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