BY REIMAGINING RECRUITMENT STRATEGIES ... CONTACT CENTERS CAN OVERCOME IMMEDIATE TALENT SHORTAGES ...
AGENT WORKFORCES
If the industry doesn ' t act now , the silent storm of talent scarcity could render contact centers the weakest link in CX , threatening brand loyalty , operational efficiency , and long-term success .
But survival is possible . This article explores bold , innovative strategies to help contact centers navigate this crisis and thrive in a world where traditional talent pipelines are drying up .
Part 1 ( this issue ) overviews labor force trends and how to connect with undertapped populations , looking at aging , Indigenous workers , and childcare issues . Part 2 ( next issue ) looks at those whose circumstances and , yes , actions have created walls : individuals with disabilities and those who have been incarcerated , with a conclusion .
TROUBLING LABOR FORCE TRENDS
We live in a world where algorithms reward outrage over accuracy , amplifying sensational headlines that stoke fear and false hope instead of delivering facts . Piercing through this fog of misinformation is essential to understanding the contact center industry ' s talent crisis .
Contact centers recognize that skilled , customer-facing employees are the cornerstone of exceptional service .
Yet the struggle to recruit and retain top talent has long been a pressing issue . And it is poised to escalate dramatically in the coming decades , threatening the industry ' s ability to meet rising customer expectations .
Labor force growth data from 10 of the largest contact center markets paints a troubling picture ( SEE FIGURE ).
According to our research , the global contact center labor force is projected to grow at an anemic annual rate of just 0.26 % over the next several years , only to plunge into two decades of negative growth . This trajectory poses a significant challenge to the industry ' s future as the availability of talent shrinks just as customer demands expand .
FIGURE
Note . The data reflect labor force trends from Australia , Brazil , Canada , China , Germany , India , the Philippines , South Africa , the United Kingdom , and the United States . Source : Intelliante , 2023
BY REIMAGINING RECRUITMENT STRATEGIES ... CONTACT CENTERS CAN OVERCOME IMMEDIATE TALENT SHORTAGES ...
As labor forces tighten and skills gaps widen , recruiting teams face mounting pressure to secure customer-facing talent .
Business process outsourcing ( BPO ) companies endure a staggering 87 % annual turnover rate ( COPC , 2022 ), while U . S . business and professional services firms report 63 % churn yearly ( Bureau of Labor Statistics , 2023 ). This relentless cycle of replacing lost workers amplifies risks , jeopardizing the industry ' s ability to deliver consistent , high-quality service .
Adding to this challenge is the growing skills deficit among entry-level workers . While STEM-related skills gaps dominate headlines — leaving tens of millions of jobs unfilled annually due to a lack of qualified candidates ( Tracy Phillips , 2023 ; Codesubmit ) — the contact center industry faces an even more urgent issue : a critical deficit in social and emotional skills .
Nearly half of executives ( 49 %) report that entry-level workers lack essential soft skills such as communication , collaboration , and adaptability ( General Assembly ). In an industry that thrives on personal connections , these deficiencies create unprecedented risks to service delivery and customer satisfaction .
TAPPING UNDERTAPPED , UNDERREPRESENTED WORKFORCES
The challenges of shrinking labor forces and widening skills gaps seem daunting , but they present an opportunity for revolution .
By reimagining recruitment strategies , forward-thinking contact centers can overcome immediate talent shortages : and position themselves as employers of choice in an intensely competitive industry .
This shift begins by tapping into historically underrepresented ( yes , diverse ) talent pools that bring unique skills and perspectives to the workforce . Read on to discover how amplifying recruitment efforts among them can transform the contact center industry .
POWER OF EXPERIENCED AGING WORKERS
The global workforce is at a crossroads , with demographic shifts reshaping labor markets and presenting both urgent challenges and transformative opportunities .
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