You may also see high turnover among high-demand positions , such as workforce management analysts or experienced operations managers , where compensation has an impact ( as does the ROI for their work ).
• Lost productivity . During the initial period , new agents may take time to ramp up and become fully productive . There may be a temporary dip in productivity as they learn the job and gain proficiency .
• Management and coaches . The time supervisors or coaches spend providing guidance , coaching , and support to the new customer service agent is often underestimated but can be the costliest component of hiring new agents .
• Technology . The cost of setting up the necessary technology ( e . g ., computers , logins , software licenses , CRM systems , etc .) required for the job .
It ' s important to note that the specific costs can vary broadly depending on the location , industry , and organization . Conducting a thorough analysis of these cost components will help you estimate the overall investment required for hiring a new agent compared to retaining an existing agent .
4 . WHAT ' S A GOOD / POOR ATTRITION RATE ?
If low attrition can be problematic and high attrition costly to maintain , what is the optimal level of turnover ? The correct answer is : it depends . Contact center attrition rates can vary significantly depending on the industry , location , and other factors .
Here are some things to take into consideration :
• Industry . Comparing attrition rates to industry benchmarks can provide insights into what is typical for a specific sector . For example , government and finance / insurance contact centers have the lowest turnover rates , while BPOs , travel , and retail have the highest .
• Age . Contact center agents tend to be younger ( average 27- 30 years old ) and , therefore , can be more transient than other types of employees . For example , agents 20-24 years old have an average tenure of 1.1 years at contact centers , while those 25-34 years old have an average tenure of 2.7 years . If you have a younger workforce , expect a higher turnover .
• Job roles and functions . Different job roles may have varying turnover rates . Some positions , such as entry-level or highstress roles , may naturally have higher turnover . They may leave for a modest increase in salary or a better job title .
Ultimately , you will need to determine an acceptable level of attrition based on your organization ' s specific circumstances and goals . If your contact center is positioned as a low-cost provider , you may need to structure your organization to support high agent turnover . However , if customer satisfaction is a predominant driver , keeping attrition to a minimum will be essential .
Regardless of your organization ' s goals , it ' s important to continually evaluate turnover rates , identify trends and patterns , and make informed decisions to maintain a balance that fosters a productive , engaged , and sustainable workforce .
WHY ARE CONTACT CENTER AGENTS LEAVING ?
Before addressing how to turn around your attrition rates , you need to understand why contact center agents leave your center / organization or leave the customer service / call center industry entirely . Getting to the root of the problem is vital .
Here are seven common reasons for attrition :
1 . CONFLICT WITH DIRECT SUPERVISOR
In many cases , the crisis related to agent attrition can be traced back directly to a poor coaching culture :
• According to a Gallup study , one in two employees surveyed had left their job at some point to get away from their manager .
• A survey by Randstad US revealed that 41 % of employees who had left a job cited their direct supervisor as the primary reason .
A poor relationship with the supervisor or dissatisfaction with their management style significantly impacted their decision to leave .
2 . STRESSFUL WORK ENVIRONMENT
Contact center work can be highly demanding and stressful , with agents often dealing with irate customers , handling a high volume of calls / emails / chats , and adhering to strict performance metrics . This will only increase as self-serve picks up the more straightforward requests , leaving more demanding , emotion-laden , problem-solving interactions for live agents .
A study by the International Customer Management Institute ( ICMI ) in 2020 found that 74 % of contact center leaders believed that stress significantly contributed to agent attrition . This constant pressure can lead to burnout and dissatisfaction , prompting agents to seek alternative job opportunities .
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