How AI can reduce agent turnover at support centers

The turnover rate for call center support agents is high. According to the 2016 U.S. Contact Center Decision Makers' Guide, the average term for a customer service representative is 3.3 years. Additionally, 60 percent of the turnover rate is from agents quitting. The highest turnover rate across all industries studied was found in outsourcers, aka third-party providers. No customer support job is easy, and call center agents are especially prone to emotional and physical burnout.