TurnOver in Call Centers

Overall picture

The staff turnover is one of the biggest problems that call center managers face today. It has a huge impact on the costs and the quality of service.

The rate of turnover differs by area of the country, employment factors in a specific region or city, and by industry. There is a lower turnover in more specialized, higher level jobs and in union environments. Turnover rate is much higher in routine, order-taking positions or in outbound telemarketing where burnout is high.

The average turnover rate for the call center industry as a whole range between 30 and 45 percent (Exploring Call Center Turnover Numbers by Penny Reynolds, The Call Center School).

The causes for voluntary turnover are:

  • non-competitive compensation;
  • high stress;
  • unpleasant physical or interpersonal working conditions;
  • monotony;
  • poor direct supervision;
  • limited chances of carrier advancement.

A study examined more than 200 centers to identify key factors in low-turnover centers (5% or less) compared to high-turnover call centers (45% or higher). There have been identified seven key attributes differentiating high- and low-turnover centers (LIMRA, The Low-Turnover Call Center)

Thus, the work environment of low-turnover call centers is defined by:

  • low stress and burnout;
  • supportive supervision;
  • varied work activities;
  • team orientation;
  • flexible rules and procedures.
 

Learn More About:

Some common call center solutions such as ACD, predictive dialers, scripting software, computer

What are common call center solutions?

How to decrease turnover rates?

Ten Strategies for Employee Retention in Call Centers

The cost of employee turnover

Exploring Call Center Turnover Numbers

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