The secrets to fostering a people-focused call center
Since January 2019, 3.5 million employees (about twice the population of Nebraska) have left their jobs voluntarily, according to the U.S. Bureau of Labor Statistics, costing companies millions of dollars. Employees of call centers are no exception. Call center attrition is a very real industry pain point. According to Quality Assurance and Training Connection, turnover in the call center industry averages between 30% and 45%. And when an agent leaves, so does their wealth of industry knowledge.