David D’Souza

CPP is an international marketing services business that generates most of its revenues via its contact centre operations, which employ 1,400 people in the UK. Contact centres, as we all know, have come a long way since they were described as the modern Victorian mill, yet even today, many contact centres suffer from high levels of employee attrition.Ensuring that staff are motivated and understand their contribution to growth is key to any organisation’s success. Historically, our employees have understood our broader business aims, but they didn’t understand the value of their individual contribution. How could we change this?