Agent turnover up by almost a third and forecast to rise even higher over the next three years according to research authors ContactBabel

New research published by ContactBabel, the contact centre industry analysts, reveals that the mean annual attrition rate for UK contact centre agents rose to 21% in 2011, from a 6-year low of 16% in 2010, a year-on-year increase of 31%. 


2014 agent attrition rates are forecast to rise even higher, hitting 26%, with outsourcing, retail, services and telecoms amongst the sectors with the highest levels of attrition.


"The UK Contact Centre HR & Operational Benchmarking Survey (1st edition 2011)", is a major study of 208 UK contact centre operations, looking in depth at salaries, attrition, absence, recruitment, training, operational performance benchmarks, budgets and growth. The report costs £295 + VAT and is available from 


The report's author, Steve Morrell, commented: "Although 2011 has seen a jump in agent attrition rates, this is not necessarily a bad thing, as high attrition tends to go hand-in-hand with economic growth as more opportunities arise inside and outside the contact centre industry. 


"Historically, the industry average for attrition tends to be around 25% in a healthy, growing economy. Furthermore, 36% of respondents to our survey still report very low attrition rates of less than 10%, so any jump in attrition is not yet industry-wide."  

You may also like...

Keep Up To Date - Subscribe To Our Email Newsletter Today

Get the latest industry news direct to your inbox on all your devices.

We may use your information to send you details about goods and services which we feel may be of interest to you. We will process your data in accordance with our Privacy Policy as displayed on our parent website