Call centre staff development is key to improved retention

The
minister for work Des Brown has told call centre employers to focus on skills
development to help the UK succeed in the global marketplace.

He
told delegates at the CCA convention that the call centre sector, which
employers more than a third of the working population, was vital to the UK
economy.

However,
despite having a workforce of more than 800,000 people, the sector is loosing
£1.1bn in revenue every year because of its high staff turnover.

Brown
said the UK could set its self apart from the competition by looking at best
practice in recruitment, staff motivation and other methods of improving
commitment.

By Ross Wigham

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