Investment in staff training and development in call centres has fallen, while more and more call-centre employees around the world are walking out on their employers, according to the latest research on call centres.
The Merchants Global Contact Centre Benchmarking Report 2005 showed that attrition rates in call centres around the world rose to 23 per cent in 2004, from 19 per cent in 2003. It also revealed that investment in training and development had gone down, with the length of inductions falling from 36 days in 2003 to 21 days in 2004.
The report, published by Dimension Data, suggested that lack of training could be a factor in an employee's decision to leave a company. At the same time, organisations were reluctant to invest in developing staff with attrition rates so high, creating a "vicious cycle".
People Management 28 Feb 05
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