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 […]

Call Center Performance Metrics: The Complete Reference

By Jimmy Chebat, CEO & Founder of ZIZO Call center performance metrics translate operational activity into business outcomes. However, most call centers track too many of them — or watch the wrong ones entirely. As a result, dashboards fill up with data that nobody acts on. This guide organizes the metrics that actually matter into […]

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 […]

Call Center Performance Management Software: What to Look For in 2026

By Jimmy Chebat, CEO & Founder of ZIZO If you run call center operations, you already know the uncomfortable math: industry research consistently places annual agent turnover between 30% and 45%, and the Society for Human Resource Management estimates that replacing a single employee costs between 50% and 200% of their annual salary. For a […]