ContactBabel’s fifth annual UK Contact Centre Operational Review revealed a worrying trend, with contact centre staff attrition rising for the fifth consecutive year to 32 per cent. This means that 185,920* new agents have to be recruited each year just to keep staffing levels constant. However, the news that that IP infrastructures will be commonplace in many UK call centres by 2009 provides the underlying flexibility to combat contact centre staff attrition.

Rex Dorricott, CEO of contact centre interaction intelligence software specialist Exony, believes that the massive increase in fully IP-architected contact centres – up to 41 per cent within two years from today’s 17 per cent - will enable the industry to battle attrition rates through utilising more home based agents in a Virtual Contact Centre (VCC).

“The new research from ContactBabel highlights how the contact centre industry continues to be plagued by attrition, but it also gives cause for hope. With 41 per cent of contact centre managers stating they will be running their centres on IP infrastructure within the next two years, it looks like we have reached a watershed moment,” says Dorricott.

“The move towards IP-based contact centres will make it very easy for organisations to adopt Virtual Contact Centres. VCCs allow companies to be truly effective and efficient in managing agent resources in line with demand, by enabling additional agents from multiple sources to be brought on board in real-time as required.

“Because of their inherent flexibility, VCCs allow organisations to utilise home based agents and tap into this talented pool of skilled workers to deliver best practice customer service. And by increasing the opportunities for home-based agents in the industry, we can help tackle the attrition problem,” added Dorricott.

Notes to editors

*There are 581,000 contact centre agent positions in the UK. http://news.bbc.co.uk/1/hi/magazine/6353491.

For more information please contact:

Sam Grace/ Chris Measures
Rainier PR
+44 (0)20 7494 6570
exony@rainierpr.co.uk

Published on: 12:00AM on 21st November 2007