It has never been more challenging to attract capable and enthusiastic candidates to contact centre CSA roles in the UK. Lockdown for Covid totally changed the landscape for all employers and it's clear that businesses are having to work increasingly hard to encourage suitable applicants to consider a career within call-handling or chat related customer service focussed organisations. Recruitment and Retention documents the efforts made over an eighteen month period by one UK based contact centre business to learn what's changed, plan adjustments across all relevant business functions and devise a series of updated recruitment, training and operational activities designed to meet the evolved requirements of the 2024 job hunter. What worked and what definitely did not? What should you consider doing to make your recruitment and management practices fit for purpose in the mid 2020's ? It's all here in this concise and informative manual.