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12 Reasons Contact Center Agents Leave

By Erica Marois | Date Published: October 25, 2017 - Last Updated September 25, 2018 | Comments

The average ‘lifespan’ of a US contact center worker is approximately 3 years, with a turnover of 33 percent. And the cost of replacing those agents who do leave is steep. During #ICMIchat this week, more than 85% of our participants indicated that attrition is a significant challenge for their contact center. So, what do we do about it? Should we accept high turnover as the reality of this industry, or find ways to improve? One of the keys to change lies in finding the root of the problem. What causes agents to leave their jobs? Here's what our chat participants think.

We want to know what you think. Are you a former contact center agent? Leave a comment below and tell us what made you leave.

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
Topics: Agent, Culture And Engagement

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