Customer Service Agent Attrition Rate
Voluntary turnover rate among contact centre agents
What is Customer Service Agent Attrition Rate?
Customer service agent attrition rate is the percentage of agents who leave voluntarily in a period. It shows how well a contact centre keeps its people.
Agent turnover is often high, and each departure costs recruitment and training and can lower service quality, so reducing it brings real savings.
How this KPI is measured
- Function
- Customer Success & Service
- Sub-function
- Workforce Management
- Industry
- All Industries
- Type
- Lagging
- Impact
- People
- Unit
- %
- Measurement frequency
- Monthly / Quarterly
- Formula
- (Agent voluntary leavers / Average agent headcount) × 100
How to calculate it
Divide voluntary agent leavers by average agent headcount, and multiply by 100.
For example, if 30 agents left voluntarily and average headcount was 150, the rate is 20%.
Split by tenure, since new agents often leave fastest, and record exit reasons to find causes.
Where it is used
Reducing hiring and training cost
Keep experienced agents.
Protecting service quality
Retain skills.
Finding causes of leaving
Fix pay, workload and management.
How to improve it
Tips and common mistakes
- Look at attrition by tenure.
- Pay, scheduling and managers are common reasons.
- Compare with your sector.
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