Back to McKinsey Chart of the Day

Job poaching prevention

Contact center talent is tough to hold onto. Almost 60 percent of workers who left customer care organizations were poached by competitors, industry experts noted in McKinsey’s recent 2022 State of Customer Care Survey. Leaders who listen to workers, build trust, and act on feedback have the best chance of employee retention.

Competitor recruitment is the top-cited reason for employees leaving customer care organizations.
We strive to provide individuals with disabilities equal access to our website. If you would like information about this content we will be happy to work with you. Please email us at:

To read the article, see “The state of customer care in 2022,” July 8, 2022.