Employees between 20 and 24 years old have an average stay of 1.1 years in call centers. Employees between 25 and 34 years old have an average stay of 2 or 7 years in call centers. Today, the industry average is just 11 months. For the first time, the average is less than one year. This is the speed at which call center employees leave their jobs over a period of time.
According to Nextiva, the average turnover rate is 30 to 45% per year. According to the American Customer Satisfaction Index (ACSI), the CSAT benchmark for call centers operating in the telecommunications and information industry is 63 to 78%. This is for companies that provide wireless phone services, subscription television services, video streaming services, and Internet service providers. According to the Service Quantity Management (SQM) group, an FCR rate of 70 to 79% is considered good, while an FCR rate of 80% or more is first-class.
Future research should include qualitative research on the reasons why call center employees drop out of training. Stress is a major factor affecting the turnover of call center representatives, but it's not always caused by difficult customers. In fact, even before the pandemic, only 38% of call center employees reported being satisfied with their work. While changes in processes and culture take time, a cloud call center can quickly resolve the most common agent complaints.
While the industry average for annual call center billing is 30 to 45%, don't wait until the end of the year to assess the situation. A typical US-based call center It takes 4 to 10 weeks in the U.S. to fully train an employee to perform the required tasks. The call center turnover rate is a crucial metric and a key indicator of employee engagement performance, calculated as a percentage.
Call center leaders must invest in call center managers and team leaders as much as they do in their agents. The volume of calls handled by a call center depends on the industry and the size of the company, so there is no industry standard or universal reference point for call volume. You can calculate your turnover rate by dividing the average number of employees in your call center over a period of time by the number of employees who left in that same period. In future research, it will be necessary to obtain more information on these indicators of work suitability, especially with regard to call center operations and existing moves. Ultimately, I believe that the key to success is personalized, purpose-oriented training that addresses the unique realities of each market, which translates into lower attrition rates, greater productivity and a better customer experience across all call centers.
Factors related to the level of work, including working conditions, can negatively affect call center employees and contribute to feelings of dissatisfaction, although only a small fraction of employees express concern about these issues. This refers to the number of inbound and outbound calls handled by a call center during a specific period. To further reduce the potential for attrition and the risk it poses to organizational productivity and success, it's crucial that call centers invest time and resources in better understanding call center training attrition.
