New research on contact centre recruitment strategies

Absence is running at circa 7%, which is a clear sign that things are not right in our centres. New research from the Professional Planning Forum shows…

Those organisations that do focus on recruiting the right people reap the benefits through lower absence and attrition rates, improved knowledge retention and a better customer experience.

Absence targets are also still not being met, with only 38% achieving their internal targets. However, where improvements are being made, the research shows the following main reasons for absence improvements:

• Robust absence management policy (78%)
• Employees are treated consistently (51%)
• Work-life balance and flexibility (43%)
• Right people recruited for the job (42%)
• Staffing levels are better (29%)

Typical comments included:

“The introduction of flexible working has assisted in keeping levels low and also giving staff breaks and understanding the different needs of staff. You help them and in return they help you.”

“The quality of team management matters. Good team managers have better attendance rates and in most industries I have worked in this conclusion has been true.”

Attrition is a more positive story with 68% achieving their internal targets and an average attrition rate industry wide of just 23%. The main reasons for attrition improvements include:

• Right people recruited for the job (60%)
• Skills development opportunities (44%)
• Work-life balance and flexibility (37%)
• Management/employee comms (34%)
• Management style/ethos (33%)

72% regard their attrition rates as either excellent or satisfactory, however, this figure drops to 54% when looking at attrition within the first 12 months. Recruitment and induction were the key areas to focus on when looking to improve short-term attrition rates. Typical comments included:

“We have a robust recruitment policy which attempts to ensure we have the right people and commitment coming through the door.”

“Be open and honest with new starters, don’t try to sell the job through rose-tinted spectacles as new starters will quickly become disillusioned and will lose trust in you.”

The choice of how we recruit certainly impacts absence and attrition levels, with those using recruitment agencies seeing higher levels than those who recruited directly.

The research clearly demonstrates the value of planning ahead and investing in both the method of recruitment and the ongoing development of all employees, even in recessionary times.