7 Questions Every Contact Centre Leader Should Ask About Retention

Calabrio explores 7 essential questions every contact centre leader should ask to uncover the root causes of agent attrition and build a more engaged, loyal workforce.

In contact centres, every agent departure carries a steep cost.

Replacing just one contact centre agent can cost up to $20,000 on average. And that price tag doesn’t even factor in the lost expertise, strained customer experiences, and mounting pressure turnover can place on your team.

Yet attrition is often seen as unavoidable rather than solvable.

If you’re facing constant hiring cycles, service inconsistencies, or growing burnout, it’s time to take a closer look. This retention checklist isn’t just a list of tips.

The questions below are a self-assessment to help leaders uncover the root causes of turnover and adopt a more intentional, employee-first approach.

By asking the right questions, you’ll expose hidden gaps and unlock new opportunities to turn retention into a strategic advantage.

Culture & Leadership Alignment

Retention isn’t just an HR issue, it’s a business priority. Without leadership alignment, even well-intended fixes fall flat.

1. Do We Treat Agent Retention as a Strategic Business Priority – or Just an HR Problem?

High attrition impacts more than staffing, it drives up costs and undermines employee experience. Leaders who track retention like the key metric it is are better positioned to address it proactively.

2. Do Our Frontline Managers Have the Tools and Training to Support Agent Engagement?

Managers are critical to agent satisfaction, yet many lack the tools to coach effectively. Real-time feedback, performance dashboards, and leadership training can help them better support and retain their teams.

Hiring, Onboarding & Development

Retention starts before day one. The way you hire, onboard, and develop agents shapes their long-term commitment, and your ability to keep them.

3. Are We Hiring for Long-Term Fit, Not Just Immediate Availability?

Filling seats quickly can backfire if expectations and reality don’t align. Review your job descriptions, interview questions, and selection criteria: are they screening for staying power, or just short-term availability?

4. What Do Agents Experience in Their First 90 Days, and How Do We Measure Success?

The early days are make-or-break. Structured onboarding, hands-on training, and active mentoring can significantly reduce early churn. If you’re not tracking 90-day retention, it’s time to start.

5. Do Agents Have a Clear Path for Growth Within Our Organization?

Career stagnation is a leading cause of attrition. Yet 62% of contact centre agents say they don’t have a career progression plan in place.

Clear development paths, upskilling opportunities, and internal mobility programs show agents there’s a future worth staying for. E-learning tools and coaching programs can turn potential into progress.

Recognition, Purpose & Belonging

Agents stay where they feel seen, valued, and connected to something bigger than themselves.

6. When Was the Last Time We Celebrated Our Agents’ Success Stories?

Recognition isn’t just about rewards, it’s about feeling appreciated. Think beyond bonuses: are you regularly celebrating wins through peer shout-outs, team huddles, or gamified milestones? A culture of recognition fuels motivation and morale.

7. Do Our Agents Understand the Impact of Their Work on Customers and the Organization?

In any customer service organization, every call has real-world consequences. When agents hear how they’ve made a difference, through customer feedback or team impact stories, it reinforces purpose and pride.

Take time to not only recognize agent performance but also shine a light on the positive effects their efforts have had. Ultimately, connecting daily work to a meaningful mission is one of the strongest retention levers you have.

Reducing attrition doesn’t happen by accident, it starts by asking the right questions. This retention checklist isn’t just a reflection exercise; it’s a roadmap for building a stronger, more engaged contact centre from the inside out.

Whether you’re uncovering quick wins or identifying deeper gaps, every step toward agent retention is a step toward better customer outcomes, stronger teams, and a more resilient operation.

This blog post has been re-published by kind permission of Calabrio – View the Original Article

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Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: Calabrio
Reviewed by: Jo Robinson