Call Center Attrition: Why Agents Quit and How to Reduce Turnover

Call center attrition is one of the most expensive and persistent problems in the contact center. It’s also one of the most misunderstood. Leaders often treat turnover as a hiring problem and answer it with more recruiting. In most centers, though, it’s an engagement problem — and it starts long before an agent hands in […]

How to Reduce Call Center Attrition: 9 Strategies That Actually Work

By Jimmy Chebat, CEO & Founder of ZIZO If you’ve been searching for how to reduce call center attrition, you already know it’s the most expensive problem most operations leaders pretend is unsolvable. Industry benchmarks consistently place annual agent turnover between 30% and 45% — and in some sectors like collections and outbound sales, it […]