According to a recent study conducted by research firm XMG-Global, the total attrition rate in the Philippine contact center industry is currently estimated to be as high as 35 percent a year, around 19 percent of which involve agents who leave the industry altogether.

'This means that for an industry with a capacity of at least 65,000 agents, there are 22,500 agents resigning every year with 12,350 agents who leave the industry altogether,' said Cesar Tolentino, senior analyst for XMG Asia-Pacific, in an interview with Computerworld Philippines.

The study shows that next to salary-related issues and employee burnout, the poor condition of the workplace environment is the third most common reason why call center agents resign.

Since more than 75 percent of call center agents are assigned during the late-night or graveyard shifts, their idea of a desirable office environment translates to high safety and security, convenience and comfort, as well as a good office ambiance. These factors are considered to be 'highly important' for most agents.

'It's usually more dangerous for a person to travel during late at night or very early in the morning. Our shifts usually start at 10:00 PM and end at 6:00 AM. Most of us don't have cars so safety, security, and convenience of the workplace have become important to us,' said Carlene Ramos, a contact center agent working in Eastwood City, Libis.