The long-term implications of COVID-19 and remote work on the call center industry remain unknown. In a competitive labor market, call center workers can exert significant compensation and remote work pressures as the industry demand outstrips the supply of trained workers.
Nearly two-thirds of HR leaders are extremely or moderately concerned about employee turnover, revealing a major challenge for call center businesses. This concern goes beyond retention of the current workforce and into the recruiting process.
Our new flash report, sponsored by PSG Global Solutions, examines call center recruiting metrics, the biggest obstacles to achieving call center hiring goals in 2022, and forecasts for remote vs. on-site call center operations.