In a sector where attrition rates are three times the UK average, Contact Centre and Customer Service organisations are being faced with the most challenging recruitment landscape in decades. Challenges in both attraction and retention. Loud demands for flexibility in when, where, and how we work have been joined by increasing employee expectations, a digital skills gap, record levels of employment, and a new focus on retaining current workers to create an employee’s market.
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According to a Manpower study, flexibility drives business success – Organizations offering flexibility of when, where and how much employees work define 55% of their workforce as being high performers, compared to only 36% in organizations with a standard 40 hour working week. In this podcast we will discuss ways in which employers can successfully create a flexible work environment for their workforce, moving away from the workforce centric models and what does mental fitness and company culture have to do with this?
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Companies across all industries and markets are facing intense competition for talent. In fact, ManpowerGroup’s 2022 Talent Shortage Survey, found that 75% of companies globally face talent shortages and difficulty hiring – a 16-year high. Even as companies seek to mitigate the effects of this unprecedented labour market, they are also balancing inflation and wage pressure, changing demographics and geopolitical upheaval. For many, the pressure to find sustainable solutions has never been greater.
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Let’s be honest; we’re in the midst of a talent crisis that shows no signs of slowing. More market volatility is around the corner, and the organisations that weather the storm are going to be those who have a robust plan in place.
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A growing challenge for many organisations is a lack of knowledge management. Research by Visier has found that the number of resignations among people aged between 40 and 60 increased by 35% from 2021 to 2022. And to make matters worse, it’s the longer-serving, more experienced employees who have left – with the number of resignations among employees who had been with their employer for longer than 10 years increasing by 64% over the last year.
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In today’s working environment, questions have been raised as to whether senior leaders and CEOs can realistically operate and lead a business from afar. While many business leaders have embraced hybrid working, others have condemned the practice. Similarly, many employees have made calls for remote working to become the norm, and then said that they feel disengaged from their leaders due a lack of face time.
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