2023 Job Hopper Wage Increases Nearly Double Job Stayers
David Filwood
CEO | TeleSoft Systems | People & Process Improvement For Contact Centers
Customer Service Representative (CSR) Job Hoppers quit in order to go do the same work at another Contact Center – mostly for more money – but also to get away from toxic Supervisors – for schedule flexibility – work / life balance – or for more generous Mental (and overall) Health benefits.
Job Hopping has always been fairly common in Contact Centers performing the same function – because they basically require similar qualifications from applicants.
Job Hoppers are encouraged by employers who post Recruiting Ads stating: ‘Previous Call Center Experience Is Required / Desired’.
Some Contact Centers actively poach talent – directly or indirectly contacting your CSRs & convincing them to Job Hop to join their team.
High Rates Of CSR Job Hopping Can Turn A Contact Center Into A Never Ending Revolving Door Of Turnover
Around the world the ‘Youth Bias’ in CSR hiring is significant.
The Society for Human Resource Management (SHRM) reports that Job Hopping has become a fast growing trend among these younger employees – highlighting that despite recent layoffs and economic uncertainty – nearly 50% of younger hourly wage workers are actively considering voluntarily quitting & Job Hopping to another employer in 2024.
More CSRs Are Job Hopping These Days Because They Can
While beginning to cool a little – it’s still a hot employment market for Contact Center CSRs.
Total CSR job postings declined somewhat in 2023 – but demand for job applicants still remained at levels not seen in over a decade.
Employers are still struggling to attract quality frontline workers in enough numbers.
Too many Contact Centers are still chasing too few candidates – fueling CSR wage inflation.
Salary.com reports that for 2023 – CSR median hourly wages surged past $24/Hour in labor markets like Boston / New York City / Los Angeles / San Francisco / Seattle – and topped $20/Hour in metro areas like Atlanta / Charlotte / Dallas / Kansas City / Las Vegas / Phoenix / Tampa.
CSRs Are Job Hopping In Record Numbers – While It’s Become More Competitive / More Expensive For Employers To Attract Candidates To Fill Their Open Seats
Job Hopping CSRs generally leave without notice – putting employers in a costly jam – causing staffing / scheduling issues – forcing the remaining CSRs to pick up the slack until replacements can be hired & trained.
Nearly 50% of Job Hopping CSRs are the costliest type – ‘Just Out Of Training’ turnover – gone within 90 days of being hired – providing the least Return on Investment (ROI) to the company.
Job Hopping CSRs often take other team members with them when they jump ship to another Contact Center.
40% of Job Hopping CSRs do so as part of a group – along with at least one other coworker.
CSRs Who Job Hopped In 2023 To Do The Same Work For Another Contact Center Averaged A 10% Increase In Hourly Wages
ADP, Inc. is one of the biggest providers of outsourced payroll services in the world.
According to ADP’s 2023 payroll data – CSRs who stayed with their current Contact Center employer last year averaged a 5.1% hourly wage increase – barely enough to keep pace with spiraling consumer price inflation and rising shelter costs – while Job Hopping coworkers collected wage increases that were nearly 2x higher.
Contact Center Customer Service Is Powered By Women
Roughly 80% of CSRs are female.
Two thirds are working mothers.
Most struggle financially – living close to the financial edge – with nearly 80% living paycheck to paycheck.
Affording basic living costs is the top financial concern for the majority of working mother CSRs.
After rent / housing – bills and groceries are their 2nd & 3rd top concerns.
A recent Harris Poll found that 76% of CSRs didn’t have enough savings to cope with a $500 sudden expense.
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66% of CSRs have trouble paying all their bills on time each month.
Add in today’s high cost of day care – and it’s no wonder so many working parent CSRs find themselves juggling their finances nearly every month.?
Job Hopping can be a means to an end for many of these CSRs – with an extra $1.50 to $2.00 per hour a really big deal for them.
When their current employer says “No … we can’t pay you more” – the Job Hopper is saying “Oh … but someone else can & will”.
The Management Team Is Accountable For Reducing CSR Job Hopping
55% of Job Hopping CSRs are motivated to go do the same work at another Contact Center simply for more money.
20% of Job Hopping CSRs do so because of work / life balance issues – mostly associated with inflexible scheduling / lack of part time shift availability – and according to Fortune 500 Prudential’s latest Financial Wellness Census – since the Covid19 lockdowns – CSRs have also become much more attracted to employers offering mental health benefits & short term counseling services for the stress / depression / substance abuse issues associated with their jobs.
Employers who pay competitive wages / commissions / bonuses – offer flexible working arrangements through compressed work weeks / split shifts / part time hours – and support a mental wellness workplace – have lower rates of CSR Job Hopping – with far fewer ‘Just Out Of Training’ new hires quitting to go work for another Contact Center.
The old saying is true: ‘CSRs don’t leave their job … they leave their direct Supervisor’.
A recent MIT Sloan Management Review report confirms this – revealing that after money – toxic frontline management is the strongest predictor of Job Hopping CSRs.
25% of Job Hopping CSRs do so because of issues with their direct Supervisor / toxic work environment.
Supervisors who view their role as overseer / disciplinarian / enforcer – and pushing people to their maximum – or who ‘play favorites’ for reasons other than merit – have significantly higher rates of Job Hopping CSRs than those who lead by example – coaching / providing performance feedback / fostering a greater sense of workplace belonging.
It Hurts When Your CSRs Become Job Hopping Statistics
Contact Centers that come up short on the issues driving CSR Job Hopping have to deal with higher & accelerated levels of costly unwanted unprofitable voluntary turnover.
Taking steps to minimize the number of CSRs who quit & jump ship for more money – or to get away from toxic Supervisors – or for greater schedule flexibility and work / life balance – or for more generous Mental (and overall) Health benefits – is often significantly less than the cost of an endless cycle of recruiting / training new hires.
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