Wednesday, March 12, 2008

Call center attrition rates lower but HR still a challenge

Filipino call center agents are staying in their jobs longer but the industry still needs to improve attrition rates, according to a study by

The study covered nearly 2,500 companies with call center operations across Singapore, China, India, Malaysia, Thailand and the Philippines. In the Philippines, 87 companies were covered by the study.

According to the report, agent attrition rate in the country has gone down from 18 percent to 15 percent in the last year.

"We are seeing some improvement with agent tenure in the Philippines increasing steadily, with the average time an agent remains working in a center now around 22 months, up from 18 months," said Catriona Wallace, managing director of

Based in Sydney, Australia, is involved in online publishing focused on the contact center sector.

On the average, full-time agents in the Philippines stay in a call center for around 22 months while part-time agents stay for about 10 months. Team leaders, meanwhile, stay for more than three years while managers stay longer as much as six years, according to the study.

The study also projected the industry to increase by 23 percent in capacity, or around 129,000 seats this year. The average number of seats per organization is also forecasted to increase from around 670 last year to 800 this year.

Wallace, however, said the local call center industry must continue to address its HR challenges, including attrition.

“HR remains a critical challenge….where is the industry recruiting and where it will find the right skills," she said during a press briefing.

Overall, the study showed that call centers in Asia are in a period of transition from the traditional model of providing customer support to becoming "profit centers," or focused on sales and revenue generation.

The study was sponsored by vendors Genesys and Autonomy, which sell industry-specific software solutions for contact centers.

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1 comment:

Steve-o said...

Having worked on the recruiting side of things for call centers the past 4 years, I have found that offering job profiling or assessments for prospective candidates is a big plus. It allows a job profile to cut out those not qualified and the behavioral assessment can be a good predictor of success. iApplicants is one organization that I have seen that integrates this into their applicant tracking for small companies. Since I have worked for companies between 8 and 250 employees, it has been a huge success for me. So while there are issues in HR, there are things I have been able to do as the HR rep to mitigate those issues. You will always have turnover though!

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