The turnover rate of call centers averages between 30 and 45% per year, meaning that between a third and almost half of their agents could leave their jobs. The average turnover rate of call centers ranges from 30 to 45% per year, meaning that between a third and almost half of their agents could leave their jobs within a year. Different reports and sources may indicate a slightly different percentage, between 50 and 60%, but this is the most common agent turnover rate in the call center industry. Employee turnover in call centers is too high. At the lower end of the spectrum, it stands at 30% and reaches 45%.
Some of the main causes are stress levels, limited salary and professional options, pressure to meet performance parameters, poor management and overwork, which leads to burnout. In addition, on average, it takes a new agent six months or more to perform at the same level as an agent with average performance. As a result of higher agent turnover, job burnout, absenteeism, operating costs, and lower FCR and CSAT, it can be strongly argued that call center turnover is the most important KPI. SQM Group has developed a solution for recognizing agents who work from home to help reduce work exhaustion and job turnover by increasing employee engagement and motivating agents to improve customer service.
A call center whose agents feel appreciated this way is much more likely to have a low turnover rate and higher job satisfaction. You can argue that call center turnover costs associated with negative CX may be considerably higher than the call center costs mentioned above (e.g., if your call center averaged 150 agents last quarter and 15 agents left during that time, your employee turnover rate would be 10%).When there is high call center turnover, there is a rush to call new employees and it's common for companies to reduce the training and training needed to respond to customer calls. Call center turnover refers to the speed at which employees leave a call center within a given period of time. Real-time performance metrics, such as first-call resolution rates, average processing times, and customer satisfaction scores (CSAT), are great tools for contact center managers to identify and address issues before they cause agent burnout and turnover.
This belief is because the call center turnover KPI is crucial to help manage the operating practices of a call center of efficient and effective way. Specifically, the call center turnover rate is based on the number of agents who left the call center, either internally or externally, but the company hired new agents to replace those who left and the total number of agents. The average call center turnover rate ranges from 30 to 45%, and the pandemic has only worsened the problem. Before joining Centrical, she was the senior director of product marketing at Frontline Education, where she led marketing strategies for elementary and secondary education business solutions and played a key role in integrating and positioning products after multiple acquisitions.
The call center attrition rate metric measures the percentage of agents who leave the total workforce over a period of time or given year. The levels of agent turnover that are often present in call and contact centers can be detrimental to business success.
