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Kelly Services Releases a New Study on U.K. Contact Center Professionals

August 17, 2011

Kelly Services has released a new study where it stated that more than half of all U.K. contact center and customer services professionals (52 percent) are looking to change jobs in the next five years.

The need for higher income was the main cause as cited by 40 percent of contact center and customer services professionals, followed by changing personal interests (22 percent), and the need for improved work-life balance (16 percent). The study obtained the views of approximately 97,000 people in 30 countries, including approximately 2,200 in the U.K, and the findings about career choice and career progression is part of the Kelly Global Workforce Index.

“We are seeing a surprisingly large number of people who are actively considering the critical issue of whether they should change their careers and make a fresh start,” said Dominic Graham, head of professional and technical services, Kelly Services. “For an earlier generation, a change of career would have been something of a crisis; however, today it is seen as a reflection of shifts in demand for different skills and occupations, as well as changing personal interests.”

As the majority of contact center and customer services professionals (71 percent) surveyed believe they could resume their career at the same level after taking a break for such things as maternity or paternity leave, illness or an extended holiday, this has become a major sign of the shifting attitude to career interruption, the report stated.

Recently, the company published a new survey where it stated that career-for-life is vanishing, with almost half of all Canadian respondents saying they expect to switch careers within the next five years, according to the latest survey results from the workforce solutions provider, Kelly Services. According to a release, the main causes are the need for improved work-life balance, and changing personal interests (both cited by 24 percent), followed by the need for higher income (23 percent).

Raju Shanbhag is a contributing editor for ContactCenterSolutions. To read more of Raju’s articles, please visit his columnist page.

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