High turnover rates in contact centers present a significant challenge for businesses, impacting their operational efficiency due to unfilled positions, increased costs, and low team morale. And all these factors collectively contribute to subpar customer experiences.
According to ContactBabel’s US Contact Center Decision-Makers’ Guide 2021, over a quarter of contact centers face attrition rates of more than 30%. As a result, many contact centers and BPOs have accepted this as a normal industry practice,
Another research by the SQM Group revealed that 47% of managers identify high agent turnover and absenteeism as their most significant challenge in operating a call center effectively and efficiently. However, some industry leaders have proven that high turnover isn’t inevitable and in fact, it could be mitigated. But first, let’s dig deeper into what truly causes attrition in call centers.
Leave a Reply