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2007 Absence And Attrition Survey Results
London, 15th February 2007 - The annual survey by the Professional Planning Forum shows that while 56% of centres are still not achieving their absence targets, half have seen an improvement this year, driven by use of analysis and good communication between resourcing and front-line teams as much as by traditional absence management programmes.  “This firmly places Resource Planners and Analysts in the limelight”, explains Steve Woosey, Director at the Professional Planning Forum. “The large proportion of Resource Planners (83%) who believe they can influence absence rates, represents a huge shift from last year; it clear that our message that planners can make a real difference is achieving results”, he comments. Attrition or Employee turnover is showing an encouraging improvement with 63% of respondents achieving or improving on targets and 39% showing an overall improvement on attrition rates in the past 12 months. The top three reasons given for improvement are skills development opportunities, communication between management and employees and promotion/progression opportunities. “Of particular interest is to see how far down the list pay and benefits and bonus incentives come” notes Steve Woosey, Director of Professional Planning Forum. In fact, work life balance makes it into the top 5 reasons ahead of these. “There is a disconnect between what we see on the exit questionnaires and the real reasons for employee turnover. Is Management focussing on the right things?” asks Steve. The results demonstrate that the wider involvement of planning specialists in key contact centre management issues such as sickness and attrition is continuing to deliver results in centres that are targeting these areas. About Professional Planning Forum (PPF): We are an independent industry body who support effective resourcing and planning in the contact centre industry. Established in March 2000, we are supplier-independent and work across all industry sectors to provide support for contact centre professionals who take resource planning seriously. Our dedicated consultants, Paul Smedley and John Casey, share between them over 30 years of call centre and planning experience.
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