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.

At Haste, we believe in offering the best service to our clients and customers as possible. This starts with YOU. Haste are a family owned business established in 1996. We believe in keeping the family ethos and promoting team work to ensure we can offer the best service possible to our clients and customers.

Are we just going back to the way things used to be – are you going to scare people? We need “working” to change, to follow the science as well as time to adapt. We want some of those business gains – in terms of hours not spent commuting and a reduction in building operational costs, but we also need to be realistic about our customers and employees’ needs right now. Technology to assist us in our new pandemic lives and helping us to reframe a new culture.

Hi. I’m Vicky. I’m a people person, and I happen to work in Human Resources. Let me tell you the story about Dave (not his real name, but everyone knows a Dave). Dave has not been his usual self lately, a little grumpy, some might even say snappy, and he certainly hasn’t produced work to his normal level. His manager spoke to HR in the shared service centre, who told them to manage through the policy. This meant a recorded conversation and potentially a PIP.