Benchmarks
Agent Attrition / Turnover
Contact-center attrition scales with team size and seniority; large centers churn far faster than small ones, and entry-level agents leave at multiples of the manager rate.
What is Attrition? Read the definition| Figure | Segment | Source | Year |
|---|---|---|---|
| 17% | Small call centers | AVOXI, Call Center Attrition Rates (DailyPay data) | 2023 |
| 37% | Medium call centers | AVOXI, Call Center Attrition Rates (DailyPay data) | 2023 |
| 44% | Large call centers | AVOXI, Call Center Attrition Rates (DailyPay data) | 2023 |
| 27% | Entry-level agents | AVOXI, Call Center Attrition Rates (DailyPay data) | 2023 |
| 12% | Senior agents | AVOXI, Call Center Attrition Rates (DailyPay data) | 2023 |
Benchmarks describe other teams, not yours. Read them as a sanity check on direction, not a target to hit — the right number depends on your channel mix, customers, and how you define the metric.
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