What’s the true level of staff attrition in contact centres?
I ask because I was reading a report today. The report states that attrition in large contact centres (over 50 staff) is 34% per annum on average.
Most people would think that this is high – however the report mentions that the figure is down from earlier years; no doubt affected by the economic recession. Interestingly, this attrition figure is for contact centres dealing with inbound calls. The level of attrition in centres doing outbound calling, where pressure is seen as higher, is recorded as 56%. Continue reading