As the War for Talent intensifies, in the Final part of this Editorial series, we explore what this means for the Contact Centre sector, with a range of views from those running operations and those recruiting, what effect it has had, and will continue to have. We ask what have been the causes, explore the impact of Candidate power, ask if its simply a question of more money or WFH, and what we as an Industry need to do.

We ask what can or should be done about it, what effect is it having on staffing levels, service levels and KPI’s, and resultant impact on customer service, deliveries, fulfilment, and the impact on recruitment. We explore if this is sustainable in the long term, the impact at the senior end of the market, the impact of hybrid working, and how the industry may need to change its attraction and recruitment strategies.

No industry has been spared from the Great Resignation – especially the contact centre industry. We are seeing some businesses in other sectors such as Amazon and others offering up to £3,000 bounties to attract new staff, and a significant upward trend on wages. We ask what can or should be done about it, what effect is it having on staffing levels, service levels and KPI’s, and resultant impact on customer service, deliveries, fulfilment, and the impact on recruitment.