The Contact Center Association of the Philippines (CCAP) expects that the attrition rate in contact center firms will continue to decline as the industry embraces flexible work arrangement.

In a press briefing in Makati City Monday, CCAP board director Haidee Enriquez said the pace of call center workers voluntarily exiting companies has eased in the last 2.5 years.

Citing the Attrition and Retention Survey of CCAP member firms done by Willis Towers Watson, Enriquez said attrition rate in the first half of 2019 slowed down to 19 percent from 31 percent in the full year of 2022 and 36 percent in the full year of 2021.

“We see that a lot of people are staying,” she said, adding the flexibility of work arrangement has helped to make employees stay in their companies.

According to the survey, hybrid setup is the most preferred work arrangement in the industry last year at 78 percent.

The top reasons for those who left their companies are seeking higher pay, better growth opportunity, and health-related reasons.

Most of those who resigned from their companies have moved to other jobs within the information technology and business process management (ITBPM) industry at 64 percent, and the rest went to other industries.

The CCAP also observed that the average stay of an employee in one company is around 2.5 years. (PNA)