Workforce stability directly impacts upon a company’s ‘bottom line’, and Wales’ excellent track record has already benefited many of its contact and shared service centres.

Attracting and retaining staff is not only good for business in terms of reduced operating costs, it impacts directly upon the quality of the service being delivered.

“The quality and quantity of people in Newport was one of the main drivers behind the decision to set up an operation here. Within half an hour’s drive of Newport there are four universities, which is ideal for us, as 95% of our staff are graduates.” Michelle Anderson, Operations Manager, Hazell Carr.

Welsh contact and shared service centres are proud of their staff retention levels and report factors such as high motivation and commitment, company culture and the challenging nature of the work as directly impacting upon the retention rates and staff satisfaction.

“Having worked in contact centres throughout many regions of the UK, I am continually impressed with the calibre of staff available in South Wales. Staff morale is generally high which means that people enjoy coming to work at dial. Since buying the business, our attraction levels have averaged at around 14% which is way below the UK average, which is good for business!” Lionel Phillips, Managing Director.

Businesses in these industries report a high correlation between staff retention, productivity, efficiency and ultimately, profitability