Agent retention has long been a challenge for contact centers. With annual turnover rates averaging 35% across all call centers, 50% in larger call centers, and 60% in those performing outbound dialing campaigns, the issue is hard to ignore. Factor in additional agent turnover costs, ranging anywhere between 60-200% of an employee’s salary, and the issue becomes downright painful.
Not convinced? Consider a 1,000-seat contact center with a 60% employee turnover rate spends approximately $2.4MM in turnover costs. Factor in the additional affect on employee morale, the ongoing loss in intellectual property, and the long-term affect on customer service and the cost significantly grows beyond the immediate operational expenses. Regardless of if you are just getting started or represent a large enterprise, agent retention is nothing to ignore.