For the first time, staff attrition rates in the country’s IT-BPM industry have dramatically improved, hitting an average of 50% from a high of 70%. Among the factors cited for the dramatic improvement in the attrition rate are continuous education, training, government intervention and salary. According to Benedict Hernandez, president of Contact Center Association of the Philippines (CCAP), continuous education is now essential to upscale, up-skill and build capabilities in a labor-intensive industry. The improved attrition rate is also traced to the improved skills of the industry and workers. The IT-BPM Roadmap 2022 by Frost & Sullivan is expected to highlight the industry’s human resource challenge. The roadmap will be released in October.
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