Have you been impacted by the Great Resignation? Find out why customer service and call centre staff are leaving and what you can do to attract and retain talent in today's candidate short market.


FRS Recruitment work in partnership with employers across the country to recruit volume hires for their businesses, including call centre and customer service agents. We work with their HR Talent Leaders and Hiring Managers to reduce their time to hire, recruitment costs and to support their growth strategies. 

Over the past 12 months our clients within this sector have been experiencing staff turnover like never before with increased competition, remote working options and evolving benefits a common catalyst .

To try gain some further insights as to why this is happening our recruiters spoke to a number customer service candidates to learn more about their key drivers. Here is what they had to say:

  1. Having a clear mission and vision is now the No. 1 most important factor. Employees want to work for organizations they believe in. We found that staff leave because they don’t feel connected to a team or manager, they are not heard or they don’t see where their career and the company is going.
  2. Employees don’t quit jobs, they quit managers. Managers play such an important role in every business. Staff look up to them for advice, direction and leadership. On too many occasions we receive feedback that people are leaving due to lack of or bad management.
  3. Paying attention to employees’ struggles to manage work and home life is important to keeping top talent. We all manage our time differently and not hearing or seeing your employees' struggles creates disgruntled staff at a rapid pace. Knowing your employees home life has never been so critical to ensure that the right decisions are being made when supporting and managing your staff.
  4. Companies must offer more than remote work, as employees also want some level of freedom and flexibility to adjust work schedules. In the world of business support roles, we are finding the main reason for people leaving is for remote and flexible work. Customer Service Staff don’t want to be chained to their desks from 9 to 5 or 8 to 6 —They want flexibility to take their children to after school activities, attend appointments, work from the home or the office etc. Offering remote and flexible work options needs to be the company's priority as the revolving door of customer service staff will continue until this becomes part of the a company's offering.

Find out more about our Recruitment Process Outsourcing service offering and how we can supplement your own HR and Talent Acquisition team.