--- title: Contact Center Articles | Agent Turnover description: Agent Turnover | Contact Center Articles --- - [My Account](https://www.benchmarkportal.com/my-account/edit-account/) - [Upcoming Courses](https://www.benchmarkportal.com/upcoming-contact-center-certification-training-courses/) - [Discover](https://www.benchmarkportal.com/discover-us/) - [Store](https://www.benchmarkportal.com/store/) - [Contact](https://www.benchmarkportal.com/contact-benchmarkportal/) [![bmp-logo-source-below](https://resources.benchmarkportal.com/hs-fs/hubfs/bmp-logo-source-below.png?width=196&height=64&name=bmp-logo-source-below.png)](https://www.benchmarkportal.com) - [BMP ConneX](https://www.benchmarkportal.com/bmp-connex/) - [Technology](https://www.benchmarkportal.com/bmp_connex_tech/) - [Case Studies](https://www.benchmarkportal.com/bmp-connex-case-studies/) - [Benchmarking](https://www.benchmarkportal.com/contact-center-benchmarking/) - [Benchmark Your Center](https://www.benchmarkportal.com/benchmark-your-contact-center/) - 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[Our Team](https://www.benchmarkportal.com/our-team/) - [Career Opportunities](https://www.benchmarkportal.com/career-opportunities/) Search ... # Contact Center Articles ## [The Agent Turnover Tornado: This Hurricane Can Hurt You](https://resources.benchmarkportal.com/contact-center-articles/agent-turnover-tornado) Sep 1, 2017 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Cost of Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/cost-of-turnover), [Call Center Agents](https://resources.benchmarkportal.com/contact-center-articles/topic/call-center-agents), [turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/turnover) Four Ideas to Help Retool Your WFM Planning for the Coming Storms I was struck by a report that tornadoes were spawned from a Hurricane in Texas. As if a hurricane is not already too much! The idea that a concentrated danger can be found within a broader ... [read more](https://resources.benchmarkportal.com/contact-center-articles/agent-turnover-tornado) ## [How to Tame Your Call Center Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/how-to-tame-your-call-center-agent-turnover) Jul 18, 2017 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover) Agent Turnover is costly and disruptive to call centers - - and it is going up as the economy improves. Our benchmark data over the last decade show that since 2014, agent turnover is heading back toward pre-recession peaks. [read more](https://resources.benchmarkportal.com/contact-center-articles/how-to-tame-your-call-center-agent-turnover) ## [What is Your Cost of Turnover? and why you should know it](https://resources.benchmarkportal.com/contact-center-articles/contact-center-economics-101-what-is-your-cost-of-turnover-and-why-you-should-know-it) Feb 1, 2017 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Contact Center Economics 101](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-economics-101), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Cost of Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/cost-of-turnover) Do you know what your true cost of turnover is? When I ask this question to groups of call center managers, few raise their hands. Yet it is important to know how much it costs to recruit, on-board and train agents for two main economic reasons: a) turnover ... [read more](https://resources.benchmarkportal.com/contact-center-articles/contact-center-economics-101-what-is-your-cost-of-turnover-and-why-you-should-know-it) ## [Agent Satisfiers](https://resources.benchmarkportal.com/contact-center-articles/agent-satisfiers) Jul 5, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Management](https://resources.benchmarkportal.com/contact-center-articles/topic/management), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) The surveys taken by the respondents included two open-ended questions: [read more](https://resources.benchmarkportal.com/contact-center-articles/agent-satisfiers) ## [Agent Satisfaction by Region - USA](https://resources.benchmarkportal.com/contact-center-articles/agent-satisfaction-by-region) Jun 28, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Management](https://resources.benchmarkportal.com/contact-center-articles/topic/management), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) Our research showed some interesting results when surveys were broken down by geographical region. The following information is for the U.S. only: [read more](https://resources.benchmarkportal.com/contact-center-articles/agent-satisfaction-by-region) ## [Agent Satisfaction and Center Size](https://resources.benchmarkportal.com/contact-center-articles/agent-satisfaction-and-center-size) Jun 21, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Management](https://resources.benchmarkportal.com/contact-center-articles/topic/management), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices), [Center Size](https://resources.benchmarkportal.com/contact-center-articles/topic/center-size) There has been much speculation but little hard data regarding the relative merits of large centers vs. smaller centers. Our research offers a window into the impact of center size on agent satisfaction, which is important given the attendant impact of agent ... [read more](https://resources.benchmarkportal.com/contact-center-articles/agent-satisfaction-and-center-size) ## [Agent Satisfaction and Commute](https://resources.benchmarkportal.com/contact-center-articles/agent-satisfaction-and-commute) Jun 14, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Management](https://resources.benchmarkportal.com/contact-center-articles/topic/management), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) While most managers do not consider commuting distance in their recruiting and hiring decisions, the following data challenges this norm. [read more](https://resources.benchmarkportal.com/contact-center-articles/agent-satisfaction-and-commute) ## [Satisfaction: Full-Time vs. Part-Time Agents](https://resources.benchmarkportal.com/contact-center-articles/full-time-vs-part-time-agents) Jun 7, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Management](https://resources.benchmarkportal.com/contact-center-articles/topic/management), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) The over 5000 agents surveyed for our study broke down as follows between Full-time and Part-time: [read more](https://resources.benchmarkportal.com/contact-center-articles/full-time-vs-part-time-agents) ## [The Impact of Tenure On Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/impact-of-tenure-on-satisfaction) May 24, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Management](https://resources.benchmarkportal.com/contact-center-articles/topic/management), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) Parsing out agent satisfaction by tenure provides some interesting results: [read more](https://resources.benchmarkportal.com/contact-center-articles/impact-of-tenure-on-satisfaction) ## [Agents and Team Leads](https://resources.benchmarkportal.com/contact-center-articles/agents-and-team-leads) May 17, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Management](https://resources.benchmarkportal.com/contact-center-articles/topic/management), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) Agents participating in this survey N = 4,683 (90.4%) Leads participating in this survey N = 497 (9.6%) The role of “Lead” or “Team Lead” varies from center to center. In general, however, the Lead is a senior agent who supports newer agents, handles ... [read more](https://resources.benchmarkportal.com/contact-center-articles/agents-and-team-leads) ## [Innovation and Involvement](https://resources.benchmarkportal.com/contact-center-articles/innovation-and-involvement) May 17, 2016 | [First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution), [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Coaching](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-coaching), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices), [Service Recovery](https://resources.benchmarkportal.com/contact-center-articles/topic/service-recovery) The skills of ‘taking initiative and taking ownership’ are being evaluated on more performance reviews these days at all levels of responsibility. Some organizations nurture these skills and harness the results more than others. Agents, like all employees, ... [read more](https://resources.benchmarkportal.com/contact-center-articles/innovation-and-involvement) ## [Value/Appreciation](https://resources.benchmarkportal.com/contact-center-articles/value-appreciation) May 10, 2016 | [Agent Development](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-development), [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices), [Agents Value](https://resources.benchmarkportal.com/contact-center-articles/topic/agents-value) This area is of obvious importance to agent satisfaction. Agents tend to stay and be satisfied where they feel valued and appreciated. [read more](https://resources.benchmarkportal.com/contact-center-articles/value-appreciation) ## [Direct Supervisor/Manager Style](https://resources.benchmarkportal.com/contact-center-articles/direct-supervisor-manager-style) Apr 26, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Management](https://resources.benchmarkportal.com/contact-center-articles/topic/management), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices), [Span of Control](https://resources.benchmarkportal.com/contact-center-articles/topic/span-of-control) Research shows that the relationship between a contact center agent and his or her supervisor is a crucial component of agent satisfaction. Fostering good working relationships at the team level is one of management’s most important functions. [read more](https://resources.benchmarkportal.com/contact-center-articles/direct-supervisor-manager-style) ## [Recognition](https://resources.benchmarkportal.com/contact-center-articles/recognition) Apr 19, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Employee Recognition](https://resources.benchmarkportal.com/contact-center-articles/topic/employee-recognition), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices), [Reporting](https://resources.benchmarkportal.com/contact-center-articles/topic/reporting) Contact center professionals are, in general, people who feed off of the approval of others, both external (customers) and internal (managers and colleagues). Superiors who understand this dynamic and who act on it help foster positive feelings and superior ... [read more](https://resources.benchmarkportal.com/contact-center-articles/recognition) ## [Expectations and Compensation](https://resources.benchmarkportal.com/contact-center-articles/expectations-and-compensation) Mar 15, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Reducing Budget](https://resources.benchmarkportal.com/contact-center-articles/topic/reducing-budget), [Hiring](https://resources.benchmarkportal.com/contact-center-articles/topic/hiring), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) As every lawyer knows, the three elements of a contract are “offer”, “acceptance” and “consideration” (compensation). A clear, common understanding of what the offer entails is key, and a reasonable level of mutual satisfaction with the compensation is ... [read more](https://resources.benchmarkportal.com/contact-center-articles/expectations-and-compensation) ## [Training and Promotions](https://resources.benchmarkportal.com/contact-center-articles/training-and-promotions) Mar 1, 2016 | [After Call Work Time](https://resources.benchmarkportal.com/contact-center-articles/topic/after-call-work-time), [Agent Development](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-development), [First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution), [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Average Talk Time](https://resources.benchmarkportal.com/contact-center-articles/topic/average-talk-time), [Employee Incentives](https://resources.benchmarkportal.com/contact-center-articles/topic/employee-incentives), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) Job initiation and career prospects are both very important to contact center agents, as they are to all employees. This category starts with questions about initial training and transition and then asks questions about the individual’s professional and ... [read more](https://resources.benchmarkportal.com/contact-center-articles/training-and-promotions) ## [Belongingness](https://resources.benchmarkportal.com/contact-center-articles/belonging) Feb 23, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Aux Time](https://resources.benchmarkportal.com/contact-center-articles/topic/aux-time), [Hiring](https://resources.benchmarkportal.com/contact-center-articles/topic/hiring), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices), [Span of Control](https://resources.benchmarkportal.com/contact-center-articles/topic/span-of-control), [Belonging](https://resources.benchmarkportal.com/contact-center-articles/topic/belonging) Contact center agents are, generally speaking, “people people” who like to interact both with customers and with their colleagues. [read more](https://resources.benchmarkportal.com/contact-center-articles/belonging) ## [Leadership and Trust](https://resources.benchmarkportal.com/contact-center-articles/leadership-and-trust) Feb 2, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Leadership Development](https://resources.benchmarkportal.com/contact-center-articles/topic/leadership-development), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices), [Performance Review Processes](https://resources.benchmarkportal.com/contact-center-articles/topic/performance-review-processes) ”Leadership means never having an off day.” Not many leadership teams can live up to this high standard, and contact center leadership is no exception. However, we have to try! The questions in this category focus on whether leadership listens to employees, ... [read more](https://resources.benchmarkportal.com/contact-center-articles/leadership-and-trust) ## [Organizational Vision](https://resources.benchmarkportal.com/contact-center-articles/organiztional-vision) Jan 26, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Benchmarking](https://resources.benchmarkportal.com/contact-center-articles/topic/benchmarking), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices), [Organizational Vision](https://resources.benchmarkportal.com/contact-center-articles/topic/organizational-vision) Vision is what helps employees see beyond the day-to-day tasks that confront them. It links them to something more important, more engaging and more energizing. [read more](https://resources.benchmarkportal.com/contact-center-articles/organiztional-vision) ## [Overall Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/overall-satisfaction) Jan 12, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices), [Overall Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/overall-satisfaction), [Performance Review Processes](https://resources.benchmarkportal.com/contact-center-articles/topic/performance-review-processes) Our Agent Voices blog posts are drawn from the results of research on over 5,000 agent surveys conducted in North America. [read more](https://resources.benchmarkportal.com/contact-center-articles/overall-satisfaction) ## [Avoiding Agent Burnout](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-avoiding-agent-burnout) Aug 1, 2014 | [Agent Burnout](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-burnout), [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) Agent burnout is often correlated to the culture of the call center and to the culture of the people working in the call center. Sweatshop centers and “crisis call” centers have particularly high levels of burnout. A statistical proxy for burnout is agent ... 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