Q

Call center turnover in the health industry

Lori Bocklund answers a question about turnover in healthcare call centers.

I am looking for an industry standard for turnover percentage for call centers in the healthcare industry. What is the standard turnover rate for small to medium-sized call centers in the health industry?
There are no industry standards for turnover, as so many factors can impact it–hiring process, pay levels, how the center is run, career opportunities, etc. At best, you can find studies that allow you to compare your turnover to other companies, such as Centerserve's best practices benchmarking reports that show turnover by employee type. Keep in mind that there are different ways to measure turnover–for example, whether they include or exclude internal promotions or measure voluntary vs. involuntary separately.
This was first published in October 2007

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