Hey All
Just wanted to know if there was a way to find out average retention rates in the contact centre industry?
Any help would be great.
Thank You
Staff Retention Rates in UK Contact Centres
Call Centre Helper Forum » Call Centre Management
(3 posts)
The 2009 Contact Babel report gives the average attrition at 24%. This is skewed by small number of call centre operators who have a very high attrition rate. 77% of call centres have an attrition rate of under 25%.
Outsourcing is the highest at 42% and public sector the lowest at 9%.
You may be able to get more from the latest Contact Babel report http://www.contactbabel.com
Posted 1 year ago
Hey Jonty
Thanks for the reply.
Our staff retention rate for the last fiscal year was around 80% and wanted to know how we compare to over centres.
Attrition and staff turn over are the only stats that I could find. Any responses on your own centres figures would be most welcome.
Thank You
Posted 1 year ago
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