Contact Centres Face New Challenge as Attrition Costs Fall by £800M, Reports CCA

A reduction of £800 million in the cost of staff attrition has helped UK contact centres deliver major improvements in customer service but they will face tough new challenges when the recessions ends, warns CCA, the industry champion of global customer service standards. CCA Chief executive Anne Marie Forsyth urged contact centre managers to attend CCA Convention in Edinburgh on November 4 & 5 where more than 500 professionals from the public and private sectors will debate ways to accelerate improvements in contact centre operations and to get the best performance from staff.

Forsyth said: “The recession presented serious difficulties for everyone but ironically, one positive side effect for the customer contact sector has been a dramatic reduction in staff attrition costs which were running at £1 billion a year. We need to ensure the situation is not reversed as the economy recovers and that the ultimate winner is the customer who has a right to expect first-class service from well-trained staff.”

CCA Convention, the industry’s premier event, will be chaired by Gavin Esler of BBC’s Newsnight and Sky News anchorwoman Kay Burley. Bookings are strong despite the downturn as organisations seek insight from global leaders on boosting customer satisfaction and loyalty. Visit the CCA's portal for complete survey findings and conference information