When we talk about call center attrition, we usually mean it in the broadest sense, essentially to talk about the rate at which you lose employees. Sometimes, however, we also use the words turnover or churn. Strictly speaking, there are differences between those three terms. It’s useful to understand them as the type of attrition or turnover your call center is experiencing will tell you how big your problems potentially are.

Employee engagement has long been an issue for BPO companies, but never more so than in today’s post-pandemic world of hybrid and remote work. Among the companies we interviewed, we found that they shared common problems that emerged as a result of poor employee engagement levels. These included a lack of productivity, reduced customer satisfaction and retention, and increased employee attrition.

Hiring virtual assistants is one of the quickest ways to scale your business. From accounting to digital marketing, they can handle a wide variety of tasks. It allows you to focus on urgent business matters and longer-term strategies. This will let you handle the growing workload without getting burnt out. That’s why you need to keep tabs on the latest trends in the virtual assistant industry.

Call centers play an essential role in customer service. They not only help you manage customer call volume but also simplify various business processes. However, with customer demands constantly changing, it’s vital to ensure that your agents deliver a great customer experience. And including screen monitoring in your call center workflows help you do just that. In this article, we’ll cover what call center screen monitoring is and the benefits it provides.

Since the beginning of the pandemic, the world has seen paradigm shifts in consumer behavior and customer expectations. As social distancing prompted virtual connectivity, call centers worldwide have utilized new technologies to their advantage to stay ahead of their competitors. In order to continue delivering seamless customer experiences and generating higher revenue, you’ll need to keep a close eye on the trends leading the call center industry.

Employee attrition has always been a severe challenge for BPOs. Whether they specialize in contact center and customer experience (CX) outsourcing, IT helpdesk and IT support, outsourced software development, marketing, recruitment, HR, back-office processing, finance, accounting, or staff leasing – they can experience attrition rates as high as 45%. Few companies can thrive while they’re having to replace 5% of their workforce every month just to stand still.

Keeping track of call center statistics and performance metrics is key to improving productivity, profitability, and customer satisfaction. In this article, we’ll highlight the top 41 call center stats from 2022 that you need to monitor in 2023. We’ll also cover the 10 metrics you need to track to ensure that your call center operation runs smoothly. We’ll show you how each KPI can affect your service experience and what you need to do to remain productive.