The average rate of attrition for contact centers refers to the turnover or churn of employees within these organizations. According to a study conducted by Contact Center Pipeline, the attrition rate in contact centers can vary widely depending on factors such as industry, location, and company culture.
On average, the attrition rate in most contact centers hovers between 30% and 45%. However, it is important to note that attrition rates can be influenced by various factors, including the nature of the job, work environment, employee satisfaction, and career advancement opportunities. In our experience, contact centers deal with close to a 90-100% attrition rate due to the shift in the current labor market. These rates underscore the ongoing challenge faced by contact centers in retaining a stable workforce while providing high-quality customer service.
