... COHORT-BASED LEARNING OFFERS MEASURABLE ROI. FOR EMPLOYEES, IT OFFERS HOPE.
WHICH EMPLOYERS HAVE COHORT-BASED LEARNING?
THE COST OF DOING NOTHING
First, let’ s be clear about what’ s at stake. The average annual employee turnover is 3.3 % as of April 2025, according to the U. S. Bureau of Labor Statistics data.
But contact centers experience far higher annual turnover, anywhere from 60 % to even 200 % in some cases.
And turnover isn’ t just a statistic. It’ s expensive.“ Gallup research shows replacing exiting workers costs one-half to two times the employee ' s annual salary,“ wrote Victoria Beverly in Tethr.“ Assuming an average salary of $ 37,000, the cost of call center agent turnover translates to between $ 18,500 and $ 74,000 per employee.”
So, if you run a contact center with 1,000 employees and face even a 70 % turnover rate, you could be spending millions annually in replacement costs.
Even worse, the hidden cost of turnover includes lower customer satisfaction, disengaged employees, and stalled internal promotions. All of this puts pressure on recruiting teams and diminishes organizational stability.
Yet despite these numbers, many companies still treat turnover as a“ cost of doing business.” That mindset must change.
WORKERS NEED A CLEAR GROWTH PATH
Second, why are employees leaving? It’ s not mystery.
According to the Harvard Business School,“ Many low-wage workers would prefer to remain with their employers rather than move to a new company. When asked what would induce them to stay, 62 % indicated the prospect of upward mobility.”
In other words, they don’ t want to leave; they just want to grow.
But if your company can’ t show them how that happens – if there’ s no roadmap, no guidance, no support – they’ ll assume the only way up is out.
42 CONTACT CENTER PIPELINE
So how do you show them a path to growth that feels real and attainable?
Enter: cohort-based learning.
WHAT IS COHORT-BASED LEARNING?
Cohort-based learning is a structured, time-bound model in which employees progress through a course or program as a group. It is designed around peer accountability, group milestones, coaching, and shared experiences: all of which significantly improve engagement and outcomes for learners.
This approach is especially powerful for frontline and hourly workers, many of whom may have struggled with traditional education or online, self-paced training.
... COHORT-BASED LEARNING OFFERS MEASURABLE ROI. FOR EMPLOYEES, IT OFFERS HOPE.
Here’ s why it works:
1. BUILDS CONFIDENCE THROUGH COMMUNITY
Many frontline workers suffer from imposter syndrome – doubting their ability to succeed and / or their overall skill level – when returning to learning: especially if their past education experiences were negative. The cohort model surrounds them with peers in similar positions. That“ we’ re in this together” feeling is incredibly motivating.
2. CREATES PEER ACCOUNTABILITY
When learners know others are relying on them, they’ re more likely to show up, contribute, and complete the program. Research cited in Lencioni’ s Five Dysfunctions of a Team- originally from ASTD- found that individuals who commit goals to another person have only a 35 % chance of follow-through. But that figure jumps to 65 % with peer accountability.
3. EMBEDS COACHING AND SUPPORT
Cohort models typically include real-time facilitators or coaches. These experts don’ t just teach; they mentor, troubleshoot, and guide learners, making it easier for them to apply new skills to their daily work.
4. OFFERS STRUCTURE WITH FLEXIBILITY
While cohort programs are time-bound and have scheduled sessions, they often blend asynchronous content with live discussions or team-based projects. This hybrid model allows for deeper learning without overwhelming busy frontline employees.
COHORT-BASED LEARNING BENEFITS
For companies, cohort-based learning offers measurable ROI. For employees, it offers hope.
WHICH EMPLOYERS HAVE COHORT-BASED LEARNING?
Major employers are already leading the way. Here are three examples:
1. Walmart’ s Live Better U offers cohort-based training in healthcare, supply chain, and technology: helping frontline workers transition into high-demand roles.
2. Chipotle and Target have seen higher retention and internal promotion rates after investing in group-based learning programs.
3. CVS Health, through its partnership with my company, Escalate, piloted a cohort-based program for entry-level workers. It has achieved savings of $ 1 million for every 50 employees enrolled due to reduced turnover and faster advancement.
These companies aren’ t just checking boxes. They’ re building competitive advantage by turning turnover into talent pipelines.