Call centre managers have blamed HR departments for staffing problems in their fast-growing industry.
Open Lines, a report by recruitment consultancy TMP Worldwide, found recruitment remains the biggest problem facing call centre managers, and almost four out of five have difficulties recruiting new staff.
The report, based on research among 842 call centre staff, showed that in London nine out of 10 managers experienced recruitment difficulties.
Forty per cent of managers blame this on lack of support from their HR departments, up from 33 per cent three years ago. “Four out of 10 managers felt their HR departments failed to understand the particular staffing needs of call centres,” says the report.
• Report from TMP Worldwide.