Call center Turnover rates average 30-44% per year, according to nextiva, and high turnover rates impact customer experience, revenue, and operational costs.
What is the turnover rate in call centers?
Call center turnover rate refers to the rate at which call center employees voluntarily leave their jobs over a given period of time.
Some factors that contribute to high turnover are stressful work, repetitive tasks, low pay, limited career paths and performance goals.
Call center jobs can be highly draining to employees, if not managed properly.
While companies allocate between 1 and 2.5% of their business revenues to teach the new employee the basics of work.
A study published by Nextiva showed that 47% of managers feel that the biggest problem in operating a call center is high turnover and absenteeism.
Regarding the preferred work model for call center employees, the report indicated that 81% of employees prefer the work-from-home model, while 16% prefer the hybrid model, and only 3% prefer working from the call center.
While employees’ sense of belonging saves more than $50 million annually if the company size includes 10 thousand employees.
