There are various factors which may affect call center turnover rates, including the type of work being done, the work environment, the pay scale for workers, and the benefits of remaining employed by the same company over time. Call centers have always been known for high turnover rates because the work is seen as boring, and call center employees often take the brunt of disgruntled customers' frustrations. Pay increases, employee and performance incentives, and benefit packages are all ways to reduce call center turnover.
Just like in any industry, the turnover rate for any particular call center will vary based on the company. The main factors employees may consider before leaving a company include the business environment, the types of calls they are making or receiving, and the pay they receive for doing good work. Chances for advancement within the company may lessen the turnover rate for some companies, although this is less likely to be effective in businesses where the work is boring and unskilled.
Another factor which greatly affects the call center turnover rate is the type of calls employees are receiving. Those who take sales calls from customers ready to make a purchase find the job more enjoyable than those who receive complaints or who make sales calls. Customers who are unhappy with a product or service or who are calling for tech support have a tendency to take their frustrations out on the call center worker. This can lead to higher turnover since most people choose not to remain in a job in which they are consistently treated badly.
Companies which have skilled rather than unskilled workers, such as in heavily technical fields, tend to have a lower turnover rate. This may be because the work is more interesting, since workers are often solving complex problems for customers or business owners. Additionally, they often earn a much higher salary than those who are working in unskilled positions.
The work environment of each individual call center also typically has a big impact on call center turnover rates. This may especially be true in sales jobs. If employees are held to unrealistic quotas or the jobs are totally commission based, the stress levels tend to be much higher than those who are paid a salary or an hourly wage. Long-term stress and making constant phone calls, especially cold calls, often leads to burnout.