Competition from other players in the industry is not the only problem of contact center managers. Cut-throat competition in hiring new agents and the retention of agents are equally important problems.

'Fifty percent of the managers said they have big HR issues. The industry has to think of more creative ways to recruit new people. Tapping into an older workforce might be more appealing because they are not like the generation Y workforce who tend to be more prone to attrition. The question is 'where is the older workforce pool?'' Wallace says.