Staff turnover at call centres costs employers £1 billion

A
fifth of employees who work for call centres change their jobs every year
according to research by consultants Blue Sky.

Blue
Sky’s survey of call centre staff turnover reveals a retention problem at blue
chip telecommunications and retail companies where up to a third of staff quit
each year.

Blue
Sky estimates the high turnover costs employers £1.1 billion a year and calls
for improved training and promotion prospects to tackle the problem.

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There
are about 10,500 call centres nationally and growth has been running at about
30 per cent a year.

By
Ben Willmott