Archived Content

22% of Contact Centres Have a Lower Than 5% Agent Churn Rate

Published On: 19th Nov 2014 10:16

Despite of the the bad coverage the industry receives for high attrition, 22% of contact centres reported that their agent churn rate was in fact 5% or lower.

This means that the average agent would stay within the company for ten years or more!

Poll – “What Level of Agent Churn Do You Have in Your Contact Centre?” – answers

0 – 5% Agent Churn- 22%
6 – 10% Agent Churn – 34%
11 – 20% Agent Churn – 26%
21 – 29% Agent Churn- 6%
30% or more Agent Churn – 12%

Source: Call Centre Helper webinar: How to Turn Agents Into Super Agents Sample size – 148 Date: October 2014

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

Connect with Megan on LinkedIn

22% of Contact Centres Have a Lower Than 5% Agent Churn Rate

Topics:

Your Next Read