Attrition in Contact Centres



Attrition in Contact Centres

It’s very hard for organisations to calculate the ‘real’ cost of staff turnover, but researching into the problem it would appear that never before has the cost of staff turnover been so strongly linked to bottom line profitability.

Britain leads the call centre field in Europe, accounting for over half of all European call centres. According to the latest Trades Union Council figures, the industry represents between 1.5% and 1.7% of all jobs in Britain.

Staff turnover in the call centre industry is costing approximately £2,244 for every person employed in the industry. For brand owners that’s a billion pounds worth of brand equity lost each year in the CRM battle to win the hearts and minds of customers.

The call centre industry remains struggling with a skills shortage, a tightening labour market, shrinking margins and continual pressure on costs.

Agent attrition within the 1st 6 months of a role:

Attrition Rate Average Salary
0 - 10% £17,507
11 - 25% £16,890
26 - 50% £16,644
Over 50% £13,420

Why is the grass greener?

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