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12 Reasons Contact Center Agents Leave

By Erica Marois | Date Published: October 25, 2017 - Last Updated September 25, 2018 | Comments

The average ‘lifespan’ of a US contact center worker is approximately 3 years, with a turnover of 33 percent. And the cost of replacing those agents who do leave is steep. During #ICMIchat this week, more than 85% of our participants indicated that attrition is a significant challenge for their contact center. So, what do we do about it? Should we accept high turnover as the reality of this industry, or find ways to improve? One of the keys to change lies in finding the root of the problem. What causes agents to leave their jobs? Here's what our chat participants think.

We want to know what you think. Are you a former contact center agent? Leave a comment below and tell us what made you leave.

Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
Topics: Agent, Culture And Engagement

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