Attrition in Contact Centres

Attrition in Contact Centres

23/03/2017


Attrition in Contact Centres

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?