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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This article was first published in the 2024 Best Practice Guide - Shaping the Future

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