Why is it hard to recruit operational call centre staff in 2023?

Contact centre staffing has faced multiple changes and shifts in the last few years, with 2023 expected to be another year of tech advancement and labour market shortages. It is essential that employers remain competitive to attract and retain top talent within the modern contact centre. First, let’s take a look at the key reasons why it’s hard to recruit operational call centre workers in 2023:

The COVID-19 pandemic

The pandemic has disrupted the global labour market and created a shortage of skilled workers in many industries. Many workers are still hesitant to work in public-facing roles such as customer service positions due to concerns around health and safety.

Increased competition for talent

With the rise of remote work and the gig economy, companies are competing for the same pool of talent, making it harder to attract and retain qualified workers.

Lack of benefits and growth opportunities

Call centre jobs can be low-paying and come with challenging working conditions, such as long hours and high stress levels. This can make it difficult to attract and retain staff, particularly in an economy where there are more job opportunities available. Many call centre jobs are also viewed as entry-level positions with limited opportunities for career growth. This can make it difficult to retain employees who are looking for long-term career development and advancement opportunities.

Changing expectations of workers

With the rise of remote work and flexible schedules, many call centre staff workers are looking for greater autonomy and work-life balance. Call centre jobs can be demanding and inflexible, which may not appeal to many workers in 2023.

Final thoughts

Overall, a combination of factors such as the impact of the pandemic, changing worker expectations, and increased competition for talent can make it hard to recruit and retain operational staff such as call centre employees in 2023.

To remain competitive, employers must address these challenges by offering competitive wages, flexible working conditions, and career growth opportunities to attract and retain top talent.

Are you an employer looking to transform your contact centre staffing challenges? Get in touch to find out how we can solve your hiring challenges.