Historically, call center attrition rates have always been high due to the repetitive and monotonous nature of the work, the challenge of having to handle too many calls, and low employee engagement. Source: ContactBabel What Is the Industry Standard of Call Center Attrition Rate? There was a slight decrease in call center attrition in 2020, as fewer companies have been hiring new employees due to the COVID-19 pandemic. It then rose to 29% in 20, and was reported at 34% in 2019. In fact, according to Contact Babel, agent attrition rates have been on the rise since 2013, when the mean agent attrition rate had been steady for three years at 27%.
While employee turnover is at an all-time high in virtually all professions, the average turnover rate for call centers is downright dismal. This is the equation to calculate the annual attrition rate:
#CALLCENTER INDUSTRY PLUS#
The average number of employees in your company is the total number at the beginning of the year plus the total number at the end of the year, divided by two.
Here’s a simple formula to calculate your call center attrition rate:įor example, if at the start of 2021 you had 200 agents and 20 people left, you ended the year with 180 employees. How Do We Calculate Call Center Attrition Rate? Reducing the high rate of attrition and turnover in general are key challenges of call center managers in all industries, especially since there is no one single cause. Similar to attrition, turnover refers to when a call center agent leaves, but the company hires a new agent. Attrition rate is a metric used to determine the percentage of agents out of the total workforce that leave the organization each year. What Is Call Center Attrition Rate?Ĭall center attrition is when an agent leaves the company, whether voluntarily or non voluntarily, and the company does not hire a replacement. Rising call volumes and demands, not to mention the need for patience and empathy to deal with frustrated customers, have led to increased agent burnout, driving people to search for new jobs. Staffing shortages, the challenges of maintaining work-life balance in remote work, and other disruptions caused by the COVID-19 pandemic have made a tough job even tougher. But no matter the “why,” the bottom line is the same – addressing the pain point of employee turnover presents a challenge.Ĭall centers are no exception to the difficulties of managing employee turnover and its impact on operations and customer experience.
#CALLCENTER INDUSTRY PROFESSIONAL#
Employees are leaving for various personal and professional reasons, and each industry faces unique circumstances and varied attrition rates. Unprecedented levels of turnover are a sign of the times, and organizations are paying the price. Next Steps to Managing Call Center Attrition.Utilize AI-Powered Technology to Maintain Volume.Maximize Employee Retention/Satisfaction.6 Ways To Bring Down Call Center Employee Turnover Rates.Understanding the Cost of Call Center Attrition.
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