![]() ![]() It’s a pretty typical in a call center for people to move only within the agent to supervisor to program management role trajectory. It’s important to understand that career path opportunities impact attrition. We’ll talk more about how this kind of employment experience can create good/bad attrition in a moment. They might be moving from one industry to another or from one region to another, and the contact center is a great place to gain experience before moving up in their career. It’s not uncommon that people apply for outsourced contact center jobs when they’re in career transition. One of the most important differences is that the employee experience is simply different in the outsourced world than it is in-house. Even the typical divide between voluntary and involuntary attrition isn’t enough to explain what’s really going on. Turnover in the contact center happens for a wide variety of reasons. In fact, if you’re looking for a new outsourcing partner, your understanding of attrition can impact your choice of potential partners. It’s common practice to ask about attrition rates in the RFP ( grab your free contact center RFP template here), but the answer is not as straightforward as you might expect. That’s definitely a number that may sound like cause for alarm, but how insightful is that metric when you break it down? From our perspective, it’s almost meaningless without diving in deeper. In fact, the International Customer Management Institute pegs the average call center turnover rate at 33%. Across every industry, the fact that people leave their jobs and move on is a basic truth, but in the contact center, the attrition metric receives quite of a bit of negative attention. At first glance, attrition seems like a chink in the armor for contact centers. ![]()
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