The survey, conducted by Willis Towers Watson, highlights several key points for 2022: involuntary attrition was at 14.1%, the rate of unauthorized leave (considered as work abandonment) was 9.9%, and the no-show rate was 1.9%. Overall, the total attrition rate, combining both voluntary and involuntary, was 45%.
Historically, call centers in the Philippines have had high attrition rates, peaking at 60-70% until 2016 when the rates began dropping below 50%. For the first half of 2023, preliminary data shows a voluntary attrition rate of 19%, involuntary attrition at 9.2%, unauthorized leave at 8.1%, and a no-show rate of 2.5%, resulting in an overall six-month attrition rate of 28%.
CCAP President Mickey Ocampo credits the declining attrition rates to ongoing investments in creating a more conducive workplace and upskilling the workforce. Exit interviews indicate that the top reasons for resignations are better pay opportunities (69%), better growth opportunities (68%), and health-related reasons (46%). After resigning, 64% of agents move to other jobs within the shared service and outsourcing sectors, while 27% seek employment outside the IT-BPM industry.
A 2023 poll shows that 78% of agents prefer a hybrid work arrangement, 47% prefer onsite work, and 41% prefer remote work. CCAP-member firms identified the most challenging roles to fill as big data/data analytics/business intelligence, application development, accounting and finance, cyber security, and human resources. The top sources for new hires include the shared service and outsourcing sector (83%), outside the industry (44%), and freelancing (19%).
To help academic institutions prepare students for careers in the sector, CCAP has developed the Philippine Skills Framework (PSF) for Contact Center and Business Process (CCB). The PSF covers seven pathways: customer service, learning and organizational development, workforce management, quality management, transformation and business transition, security, and business continuity planning.
CCAP is also collaborating with the Asian Institute of Management’s School of Executive Education and Lifelong Learning (AIM-SEEL) for leadership workshops aimed at managers and team leaders. These workshops keep leaders updated on industry developments and evolving job requirements.
For more industry insights, join CCAP’s Contact Islands 2024 from July 24 to 26 at the Fili Hotel Nustar Cebu in Cebu City. For inquiries, contact the CCAP Secretariat Office at +63 2 8843 0603 or visit the conference website.
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