The Consequence of High Employee Turnover in the Call Center Outsourcing Industry

The high turnover rate in the call center outsourcing industry among first line workers is quite astonishing, and especially problematic for call center managers in developing countries. The outsourced call center industry has faced a lot of criticism over the hiring of agents who are all but intelligible to customers. There is training for this, however it takes time to build sufficient proficiency in a language that isn’t your own, and it also takes time to build up product knowledge and the needed service skills. The consequence of the high turnover is that few get to build sufficient levels of competence and language proficiency.