Not only is the Philippine contact center industry having difficulty finding qualified agents, given the poor 3 percent to 5 percent acceptance rate, but it is also finding it hard to retain a significant part of its current workforce.

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.

She added that since most contact centers are located in secluded areas, commuting has proved to be difficult and the lack of transportation services can be discouraging for present and future employees.

?There?s no more Metro Rail Transit [at night]. Jeepneys seldom pass by and you wait 30 minutes for a shuttle -- it becomes quite tiring especially if you have to go through it everyday,? Ramos said.

According to the study, providing sufficient security personnel, stringent security procedures, and convenient parking areas and public transportation services in secured zones can help reduce the contact center industry attrition rate by 5.8 percent.

XMG?s Tolentino suggested that contact center companies try to establish a company-managed apartment or dormitory for its employees to further increase the safety, security, and convenience of the workplace. He also suggested a shuttle transport system to increase the accessibility of the workplace. ?They don?t necessarily have to invest in these but they can help develop the provision. Many manufacturing and semiconductor companies have been doing this over the past years,? he said.

The study also showed that ensuring a highly accessible workplace will be increasingly critical in avoiding work-related exhaustion caused by long commute times and help reduce attrition rate by 8.3 percent.

?The issue now is beyond recruitment; it?s the sustainability of manpower,? said Tolentino.