The Philippines’ Call Center Industry Sees Decline in Attrition Rates
The Philippines’ call center industry has experienced a decrease in attrition rates in recent years, with industry leaders hopeful that the number of agents resigning will continue to drop.
Haidee Enriquez, Board Director of the Contact Center Association of the Philippines (CCAP), presented data on Monday showing that voluntary attrition rates dropped to 31 percent in 2022 from 36 percent in 2021. This decline further slowed to 19 percent in the first half of 2023, with expectations to stabilize around 30 percent for the whole year.
Enriquez attributed the slowing attrition rates to the flexibility of work arrangements within the industry. Many member companies have adapted to hybrid or permanent work-from-home options, as well as expanded operations to rural areas to be closer to their workforce.
According to CCAP’s annual Attrition and Retention Survey, the top three reasons for contact center employees resigning are better pay (69 percent), better growth opportunities (68.5 percent), and concerns about health (46 percent).
Despite the decrease in attrition rates, the industry continues to face challenges due to a lack of talent. The CCAP estimates a shortage of up to 150,000 workers across the sector to date.
Based on CCAP data, the most challenging roles to hire for include big data, data analytics, and business intelligence, followed by application development, accounting and finance, cyber security, and human resources.
