Low unemployment rates and positive economic conditions usually lead to increased customer contact volume at call centers. However, many US-based call centers that are in-house or outsourced are challenged with staffing as a result of higher turnover rates, increased costs and more competition for call center workers.
Listen in as our VP of Operations Michael Replogle, an outsourcing advisor and vendor matchmaker, breaks down some of the big challenges faced by contact centers in the US. How can US-based call centers staff the right talent and what are the key considerations for in-house and outsourced call center leaders when it comes to retaining and nurturing talent? Are the trendlines moving toward alternative customer contact channels and is nearshore/offshore the answer to higher onshore turnover rates and rising costs?