Recruitment and retention of call centre workers is the main priority for the industry, a recruiter has claimed.

A recent survey by contact centre ContactBabel shows that 81% of firms were looking to recruit over the next year, while attrition rates are around 30%.

James Spencer, managing director at call centre recruiter CCR Consulting, told Recruiter that the industry is seen as a high churn market and holding on to workers was a big priority.

Spencer said: “A lot companies do offer career development plans, however. People can come in as a customer service adviser and then work their way up to customer service champion.”

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