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
Published On: 19th Nov 2014 - Last modified: 18th Feb 2020
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