Staff turnover is higher in the contact center than in almost any other industry. A common assumption is that call center attrition is simply a fact of life - it can't be controlled or 'fixed'. I'd like to challenge that assumption. One of the responsibilities of call center managers and team leaders is to constantly assess the reasons why people leave the center. Perhaps more importantly, it’s also critical to talk to happy staff and find out what keeps them there and constantly strive to reduce unwanted turnover.
Our sister company The Call Center School recently conducted a study to find out exactly why contact staff leave or stay. A summary of the results can be seen below.
| Reasons They Leave |
Reasons They Stay |
| Job fit |
Job fit |
| Compensation |
Pride in work |
| Lack of career path |
Training and development opportunities |
| Stressful work environment |
Empowerment |
| Lack of recognition |
Reward system |
It’s interesting to note that job fit is the most common reason why people leave as well as why they stay. The lesson is clear: Getting people matched to the right job in the first place is one of the top things you can do to improve long-term retention. While compensation is clearly a driver of call center attrition, it is generally not mentioned as the top reason why people stay. If people truly enjoy what they are doing and find other advantages in the job, compensation is less of a factor.
Let's examine the reasons in more detail, starting with who is responsible for measuring performance and making improvements.
Read the full article on the injixo blog.