Contact center workers have one of the highest turnover rates in the nation, says recent study

Up to 1.2 million American contact center agents leave their job each year, citing lack of training, technology and career growth

Contact center workers have one of the highest turnover rates in the nation, says recent study
Photo by CDC / Unsplash

ASAPP, Inc., the artificial intelligence (AI) research-driven company, today published a new, first-of-its-kind report CX: The Human Factor. The report reveals the core challenges facing three million US contact center agents, an industry with one of the highest employee turnover rates; 40% leave their roles within 12 months.

Three key themes of training/coaching, technology and career opportunities emerged from interviews and a survey with agents that illustrate a focus on short-term savings that ultimately increase the long-term costs for customer experience.