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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.
These are extraordinary times, and we, the ICMI team, want to offer a helping hand.
Many contact center professionals are on the front lines of this crisis – handling customer contacts with life changing urgency, managing work-from-home staff, figuring out system stability and accessibility issues and keeping teams sane. Meanwhile, you’re overwhelmed and trying to manage the uncertainty of what each day brings both at work and at home. We know it’s not easy.
As the leader in support, service, and guidance to contact centers, we’re here to help.