Agent churn is the bane of call centers. Studies show that the average call center CSR (customer support representative) lasts about six months, while call centers have a 40 percent average annual turnover rate.
Churn is expensive. The Robert Francis Group Inc. estimated that replacing an agent costs between $10,000 and $15,000, conservatively. The group's report on call-center turnover noted that at the lower figure, a 25 percent turnover costs a call center with 100 agents $250,000 per year. That doesn't include the biggest costs — reduced customer satisfaction and business because of inexperienced CSRs.
How do companies combat call-center churn? Money is important, of course. The RFG report suggested making sure the salary you offer is at least in the 75th percentile for similar jobs in your area.
However, money is far from the only consideration in keeping agents. In fact, when it comes to retaining — as opposed to hiring— call-center agents, money falls behind other considerations. Surveys have found that while factors such as pay and location are the main reasons for taking a call-center job, other reasons, especially co-workers, are more important when deciding to leave.
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