When looking at a telco org chart, where does the highest staff turnover tend to occur? Contact centres? Network Operations?
The fact that these two groups tend to have the highest turnover indicates that their employers see them as expendable resources. They’ll never come out and say it directly, but actions speak louder than words. If these resources were valued more highly, more effort would be made on their retention.
Now, what do you notice on the diagram below?
The diagram below is taken from an earlier post entitled “The pyramid of OSS pain.” It’s an over-simplification of where the source of OSS complexity (ie pain) tends to originate from, but who bears the brunt of all the upstream complexity generated within a service provider? Yes, the contact centres and network operations centres.
This can’t be a coincidence can it? The teams bearing the brunt of complexity have the highest turnover.
But how can this be allowed? If those are the roles dealing with most complexity, why do we tend to have our least experienced operators there? And why are we allowing their accrued knowledge for handling that complexity to walk out the door as expendable resources?