THE voluntary attrition rate in the contact center industry or the proportion of agents quitting their work continued to slow down as of the first half of 2023 to 19 percent, from 31 percent in 2022 and 36 percent in 2021.
This highlights the results of the annual Attrition and Retention Survey of the 145-member Contact Center Association of the Philippines (CCAP),
The numbers represent a significant improvement since historically, the call center sector has among the highest employee attrition rates in the country. About 60 percent to 70 percent of agents had been leaving their companies until 2016, when the rate began to slow below 50 percent.
CCAP said based on exit interviews, up to 69 percent of resigned employees cite “better pay opportunity” for their voluntary decision. About 68 percent say they are seeking “better growth opportunity,” while 46 percent state health-related reasons for their resignation.
When asked about their next plans after resignation, about 64 percent of resigned agents said they are moving to other jobs within the shared service and outsourcing. Those taking employment outside the information technology-business process management industry account for 27 percent.
The majority of agents (78 percent) in CCAP-member companies prefer the hybrid work arrangement, based on preliminary poll data in 2023. Agents who prefer to work onsite comprised 47 percent of respondents, exceeding the 41 percent who like to do remote work.
When it comes to talent acquisition, CCAP-member firms identified the top five challenging roles to hire agents–big data/ data analytics/ business intelligence, application development, accounting and finance, cyber security, and human resources.
