22% of Contact Centres Have a Lower Than 5% Agent Churn Rate

Despite of the the bad coverage the industry receives for high attrition, 22% of contact centres reported that their agent churn rate was in fact 5% or lower.

This means that the average agent would stay within the company for ten years or more!

Poll – “What Level of Agent Churn Do You Have in Your Contact Centre?” – answers

0 – 5% Agent Churn- 22%
6 – 10% Agent Churn – 34%
11 – 20% Agent Churn – 26%
21 – 29% Agent Churn- 6%
30% or more Agent Churn – 12%

Source: Call Centre Helper webinar: How to Turn Agents Into Super Agents     Sample size –  148     Date: October 2014