CAUSES FOR LOW EMPLOYEE RETENTION RATES IN INTERNATIONAL CALL CENTERS

High employee turnover is a common problem in the contact centre sector. According to research conducted by QATC (Quality Assurance & Training Connection), the typical yearly turnover rate for contact centre representatives is between 30% and 45%. Some call centres ultimately have a turnover rate of over 100% at the end of the year. A company suffers a significant loss not just due to the upfront costs of finding and employing replacements, but also due to the opportunity costs of wasted time spent training new agents and the additional hours worked by the surviving staff to keep the firm afloat. The customer service experience suffers as a result, since clients want knowledgeable representatives who are familiar with all aspects of the product.