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"As we’ve recognised along with other organisations is that there is a lot of vacancies within the market now making it really challenging to recruit into our planning team. We still really struggled to get applicants with the relevant skills. We shared the roles we currently had available to The Forum jobs page, and we saw a massive spike in applicants." Alix Corden, Scheduling Manager, VitalityHealth

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.

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