Lack of career options blamed for staff exodus

A lack of long-term career options is the most common cause for staff leaving the contact centre industry.

The finding was uncovered by performance management software specialist, Performix Technologies, in a survey of more than 800 contact centre managers throughout Ireland and the UK.

It goes against the commonly held view that agents leave the industry due to either high levels of stress or poor pay.

The majority of research respondents (54%) stated that their employees worked harder to reach set targets when rewarded on individual rather than team performance.

The research also found that the most effective strategies for retaining staff involved setting clear objectives, introducing a well-structured career path and encouraging diversity within the role.

Agents are looking for positions that will offer opportunities for professional advancement, with performance and personal progression measured by the achievements of specific goals and objectives.

"Contact centres employ almost 2% of the workforce, but 61% of staff leave their company and often leave the industry altogether, within two years," said Rosemary Turley, marketing director at Performix Technologies.

"This is an unacceptable churn rate, which dramatically affects both the operational costs and quality of service provided by all contact centres.

"Part of the problem is that contact centre agents often feel that hard work is not recognised or rewarded."

Irish company Performix is a provider of performance management software designed to increase profitability through improved employee performance.