ICMI is part of the Informa Tech Division of Informa PLC
This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.
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.
Please sign in to leave a comment. If you don't have an account you can register for free here.
Forgot username or password?