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Post by shiyabul on Aug 20, 2024 10:31:13 GMT 6.5
But agents had no additional backup to support them. In fact, most contact centers were cutting resources. All this set turnover rates ablaze and pay skyrocketing. Customer service work is hard. As a result, it’s always had high turnover. A recent report found that in contact center agents consider leaving within a year — and % plan to leave within – years. But working remotely made it easier for https://lastdatabase.com/ contact center agents to change jobs. It sent contact center turnover rates during the pandemic up to %, and in extreme cases to as much as %, Jeff Chistofis, who runs Kelly Services’ contact center, told Bloomberg. Contact centers, as a result, have been hit with massive staff shortages and frustrated customers, on top of the existing challenges of providing an excellent CX.
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