Scheduling & Wellbeing Modules

Scheduling is much more than creating shifts, so we have designed a series of webinars to explore the opportunities in developing the right flexibility strategy for your business.

Published on 07 August 2024

Addressing early attrition: a fresh approach to recruitment and onboarding

Within the contact centre sector, the challenge of high attrition rates is widely acknowledged. A revealing insight from a recent ContactBabel study highlights that 84% of attrition is cited as being due to the ‘wrong person for the job,’ incurring a significant cost of £4.5k per advisor. This raises an important question: Is it truly a case of hiring those not suitable for the role, or are new hires encountering “job shock” due to a misrepresented reality of their roles during the recruitment process? Further complicating the matter, the same study by ContactBabel uncovers that 74% of respondents admitted to ‘throwing agents into the deep end’ from Day 1, lacking any form of pre-start familiarisation visits or advance training. This approach not only exacerbates the attrition issue but also underlines the critical need for a more thoughtful and supportive preand onboarding process.