The Cost of Contact Center Agent Turnover
Historically, contact centers have seen attrition and turnover rates around?30-45%; some are now seeing rates as high as 100%. This, compounded by the fact that the Great Resignation is still going on -- according to the Bureau of Labor Statistics’, 4.2 million people quit their jobs in November 2022 – means your contact center might be losing more than talent – and racking up costs at an alarming rate. ?
How much is turnover costing your CX program? The cost of turnover is more than the dollar amount you spend to fill an agent’s seat. Think of it as a domino effect, where every time you lose an agent, operational costs increase – when agents leave, it largely impacts the agents who stay. They’re overloaded with customer interactions, increased stress, and more scheduling issues – leaving agents overworked, unable to keep pace with volume, and ultimately getting burnt out...which consequently leads to more turnover. And while this cyclical pattern continues, the customer experience can quickly deteriorate. ?
In this post, we’ll consider all the ways agent turnover costs your CX program – financially and beyond: ?
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Great article ibex! We think that an effective strategy that can be used to combat #ContactCenter #turnover is to look into strategies that boost agent confidence ?? . When agents feel more confident in what they do, we find that they become more engaged in the workplace. And we think that you can start boosting a #CX agent's confidence beginning with the #training program at any call center ?? . Just some food for thought: if your agents are more engaged in the workplace, you can open dialogue and take action that can deter any quiet quitting ??.
Thanks for sharing. Turnover is one if not the biggest challenge for contact centers regardless of location, I believe EX is the key to mitigating this damaging factor, but we must understand that sometimes we are working with people who don't know what they want, and I think that ibex is doing very well helping these people by showing them support and different programs where they can develop new skills or practice the ones they already have and thus be able to grow professionally.