Call Center Attrition: It Doesn’t Have to Be a Revolving Door of Agents - TELUS International Europe

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  • Call Center Attrition: It Doesn’t Have to Be a Revolving Door of Agents

    Posted by Jennifer Bach

    Let’s face it. Attrition is a big issue for call centers – and perhaps even more so for outsourced call center providers.

    For many young people working in today’s call centers, the grass can seem like it’s always greener working somewhere else.

    So how do you stop (or at least slow down) the revolving door of agents moving from center to center?

    At Call Center Week in Las Vegas, TELUS International President Jeffrey Puritt shared a few insights for keeping your valued team members employed and engaged. He said the key is that “you have to make agents feel as if the workplace was designed for them.”

    Here’s the rest of what he had to say:


    As a contact center outsourcer with almost 16,000 team members across the globe, TELUS International manages the customer care operations of some of the world’s top brands. Creating a people-focused corporate culture has helped us achieve an attrition rate nearly 50% lower than our competition.

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Team member quote

"The company recognizes team members as one of its main assets and as the face of the business. Our team members are motivated to improve their skills through different training programs because only well trained and highly motivated team members can make the customers happy."

Operations manager