Ahead of the UK stock market float, staff turnover was higher than 60% in one contact centre, and customer service was suffering. It was costing millions. They’d tried everything.
Director, Dave, spoke to us. He was desperate. ‘People just don’t like working in contact centres,’ he said. Six months later, after working with us, his staff attrition rate had halved. Now, six years on, it stands at 17%.