Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

How To Reduce Employee Turnover in Your Call Center - Lewis Robinson - Blog

How To Reduce Employee Turnover in Your Call Center

In the United States, the average employee turnover rate for all industries together was about 15% in 2013. However, the turnover rate for call centers specifically can be two to three times that. Employee turnover can be involuntary, e.g., you let the employee go due to poor performance, or voluntary, meaning that the employee chooses to leave and seek other opportunities.

In either case, employee turnover can be extremely costly to your business. Hiring costs to replace even one employee can run into the thousands of dollars. Multiply that by one-third of your workforce, and you can see how high turnover can cause you to start hemorrhaging money. Furthermore, high employee turnover at your call center could also cost you in less tangible ways, such as customer satisfaction. It takes time for new employees to learn how to perform the job effectively, and customers may get frustrated having to deal with a representative who has not yet quite learned the ropes.

Therefore, it is to your advantage to decrease employee turnover. Here are some ideas about how to do that.

Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!


Content continues ….

1. Compensate Employees Fairly

A call center employee may look at her paystub at the end of a long, stressful week and wonder if her pay is enough to justify the aggravation that she has gone through. If not, sooner or later she will likely leave the company to go seek greener pastures. You can help prevent this by paying your call center employees a living wage. However, adequate compensation is more than just the take-home pay. You should also offer a benefits package commensurate with what your workers would receive working for your competitors.

If raising your employees' pay seems like an unreasonable expenditure, do a cost analysis and compare the pay raise to what you would spend to replace 45% of your workforce on an annual basis. That should put things into perspective for you.

2. Facilitate Work-Life Balance

Experts have been projecting for years that millennials would make up half the workforce by 2020. Well, 2020 is here, so you'll likely find yourself hiring a lot more millennials if you haven't already.

Millennials are often perceived as lazy and entitled. These characterizations are not entirely fair. Millennials certainly are not lazy, but they prefer to work on their own terms and they don't like to feel that they are wasting time. If you want to keep millennials working for you happily, you will need to be flexible in granting them time off and not make unexpected, seemingly arbitrary changes to their schedule.

This can be a challenge in a call center where you frequently have line requirements to meet. If you must make arbitrary changes to your employees' schedules, at least let them know prior to hiring that this a required part of the job.

3. Simulate Work Experience

Many new call center employees do not find out what their job will be like until they start training. That, however, is far too late. Not everyone is temperamentally suited to work in a call center, but unfortunately, many employees do not find this out until after work has begun. By that time, they feel that it is too late to back out, and they bide their time until they are either asked to leave or see an opportunity to make a graceful exit.

The application/interview process should include a foretaste of what working in a call center will be like. This could include a simulation of a typical customer service call or observation of existing employees as they work. This experience helps a prospective employee understand what will be expected of her and allow her to back out before onboarding has been completed. This helps save you money and avoids wasting everyone's time.

These tips may seem costly or cumbersome to implement and carry out, at least at first. However, reducing turnover and improving employee retention stands to save you money in the long run.

Publish Date: March 27, 2020 6:07 PM

About us - in 60 seconds!

Submit Event

Upcoming Events

The most important day of the year for the CC & CX industry in the world!

We are proud to announce the winners of The 2022 '17th Annual' Global Top Ranking Performers Awards, The World's Most Prestigious Awards in the industry! Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =