Is Agent Attrition Costing You Millions Annually?

 

For contact centre leaders, the numbers are stark: 23% average attrition rates and 6% unplanned absence are draining resources and damaging UK customer experience.

 

The picture in the US is even more challenging: attrition rates of 30% and over 10% absence rates in large operations.

 

A typical 500-seat UK operation spends approximately £2 million each year managing attrition and absence costs alone. The cost for US operations can be over $5 million each year.

 

Most organisations miss that 95% of decisions are driven by emotion, not logic. Traditional exit interviews and annual surveys identify problems too late to act.

 

The Challenge Intensifies…

 

Your agents face mounting pressure:

  • Call durations up 86% since 2004
  • Queue times tripled in recent years
  • Increasingly complex, emotionally-charged interactions
  • 8% idle time between calls (down from 14% in 2010)
  • Risks of remote working isolation affecting more than 70% of the contact centre workforce

Predictive Behavioural Analytics 

 

Discover how contact centres can use Predictive Behavioural Analytics to identify at-risk agents weeks before they resign, giving you time to intervene, reduce costs and protect customer experience.

 

Download your free research report and learn how to turn emotional insights into measurable retention improvements.

 

“Emotion-Driven Retention in the AI Era” is provided in both US and UK editions. 

 

 

To download this report, and to gain free access to all of ContactBabel’s research and analysis, please complete the registration form at the bottom of the page.

 

If you have already registered, please log in here.

 

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