Agent turnover

What is agent turnover?

Agent turnover is the rate at which customer service agents leave an organization, a call center or a contact center to be specifically replaced by recruits. It is one of the most important metrics for call and contact centers as keeping the agent turnover in check controls hiring and training costs. A high agent turnover rate leads to: - 

• Increased hiring costs 
• Inconsistent customer service 
• Loss of experienced agents 

What are the key factors contributing to agent turnover?

Traditionally, the call center industry has a high agent turnover with rates that go up to 100% in certain industries like retail.  There are key factors that contribute to it: - 

1. Agent dissatisfaction: When the agents are poorly managed, they feel disengaged and demotivated, and they start looking for new opportunities.  
2. Poor pay and perks: When the pay is poor and there are not enough perks, they go looking for better opportunities. 
3. Directionless career: When the career path isn’t clear, no proper guidance or workforce management in place, agents leave. 
4. High-stress levels: Customer service is a demanding job. Difficult customers, high call volumes and workload can lead to agent burnout in call centers. 
5. Poor work-life balance: When schedules get rigid and overtime becomes common, it leads to agent turnover.