Contact Centre Research

The Average Customer Churn Rate is 20%

Published On: 7th Oct 2016 08:00

According to our poll, the average customer churn rate in the contact centre industry is 20%.

However, the poll also reveals that a quarter of contact centres have a churn rate that is over 40%, meaning that the average customer stays for less than three years with these companies.

Poll – “On average, what is your customer churn rate?” – answers

1%-9% – 22.6%
10%-19% – 25.8%
20%-29% – 17.4%
30%-49% – 12.3%
50%-75% – 12.9%
76%-100% – 9%

Source: Call Centre Helper Survey – How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition) Sample size – 350+ Date: March 2016

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.

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The Average Customer Churn Rate is 20%

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