Call Center turnover reduced from 112% to 44% in one year


Working with a top 15 US bank, their largest call center was experiencing 112% annual turnover. In other words, they had to re-hire the equivalent of the entire call center more than once per year. We studied American Express, FedEx, USAA, Saturn and a few others to determine how they maintained low call center turnover. Every company we partnered with had less than 10% turnover and one had less than 1% turnover! By learning and redesigning our processes, we reduced our turnover from 112% to 44% in one year.