Contact centers frequently struggle with high attrition rates due to the demanding nature of the job. Repetitive tasks, intense performance pressure, and relatively low job satisfaction can lead to frequent agent attrition, which requires constant recruitment and training efforts.

Providing comprehensive hands-on training with ​situational learning to apply knowledge is time consuming increasing the cost to prepare agents to perform. BPOs struggle to scale and deliver ongoing training and coaching without adding operational cost making it harder to​ meet quality and performance standards.

Agents in the BPO industry often work with various software applications and systems. Lack of adequate system knowledge can impede an agent’s ability to deliver effective service, leading to customer dissatisfaction.