What Is the Average Lifespan of a Call Centre Agent?

With increasing attrition, contact centres are facing new challenges with recruitment and retention, but how long do agents typically stay in their roles?

According to Katy Forsyth, average tenure of a contact centre agent has always been a key metric for the industry.

Not only because of the significant cost implications of attrition (early attrition particularly) but because of the direct impact that attrition has on both customer experience and wider agent engagement.

The average lifespan of a contact centre agent in role has reduced substantially post-pandemic. In 2019 agents in the UK held post for an average of 14 months.

Today, the average for the industry is just 11 months. For the first time, the average is less than a year.

When we look closely at the data for why talent is exiting roles, or worse, the industry, there are many contributing factors.

There’s great work planned industry-wide for contact centre engagement in 2023. Investment in engagement and retention initiatives remains strong despite challenging times for business.

This evidences just how important retention is to customer success. Particular progress and success can be seen in new and effective agent progression paths within centres and greater career progression plans within brands.

I feel positive that as an industry we will successfully work together in 2023 to improve lengths of tenure and ultimately the industry’s continued success.

When Abhishikha asked our LinkedIn Community for their thoughts on this, they came back with everything from 6 months to 5+ years, proving it’s all to play for if you have the right culture in place.

Here’s a round-up of what they said and why…

6 Months

We’ve just had a roundtable with Deloitte where we were talking about this.

These days with remote work and quiet quitting, many contact centres constantly experience 6-monthly churns.

Thanks to Patrick

If you are looking for information on quiet quitting, read our article: How to Combat Quiet Quitting in the Call Centre

1 Year

In my personal experience, most agents that get to 6 months are going to carry on and get to 1 year.

Thanks to Paolo

12 Months

This varies a lot, but from what I’ve read, it’s about 12 months on average for an entry-level role – with no promotions or role changes.

Thanks to Marshall

6 Months to 18 Months

It can vary between companies. From experience, I would say 6 months to 18 months.

Long-term prospects within the company itself also play a big role in the centre’s short-term retention capabilities.

Thanks to Raïssa

18 Months to 2 Years

From my experience, I would think 18 months to 2 years on average.

Thanks to Luke

18 to 36 Months – Dependent on a Variety of Factors

A general lifespan is 18 to 36 months. However, it can be greater or smaller depending on the organization itself.

Thanks to Dwayne

Some Manage 5+ Years

This varies hugely between businesses. I have worked at places where 6–8 months would be the average, but now I’ve been at the same place for 18 years. Not only that, but there is a large percentage of staff there who have been with the company for 5–10 years.

Thanks to Sam

Is Working in a Call Centre a Dead End Job?

Working in a call centre is not necessarily a dead-end job. This perception exists because the work can be repetitive, with high turnover and limited upward mobility in some places.

However, for many, call centre roles are an entry point into larger companies. They provide valuable skills in communication, problem-solving, and customer service.

These skills are transferable to many industries. Many call centres also offer training programs to enhance both job-specific and soft skills. This can lead to new opportunities and career growth.

What is the Average Age of An Agent Headset

The average lifespan of a call centre headset is usually one to two years. This depends on usage and the quality of the headset. In busy call centres, headsets are used for many hours each day. This causes wear and tear more quickly.

Durability, material quality, and maintenance affect how long they last. Frequent use can lead to issues like poor microphone quality, worn-out earpads, or connectivity problems, especially in wired headsets.

To make headsets last longer, regular cleaning and proper storage are important. Some call centres buy higher-end models that last longer under heavy use. Others choose cheaper options that need to be replaced more often.

For more great information on employees and attrition, read these articles next:

• How to Calculate Attrition Rate – The Formula
• How Do Your Attrition Rates Compare?
• Top 20 Ways to Reduce Attrition Rates in Your Contact Centre

Author: Megan Jones
Reviewed by: Robyn Coppell