Why call center turnover is a problem and how to fix it

professional development opportunities

Call centers are vital to many businesses, providing customers with the support and information they need to make informed decisions and resolve problems. However, retaining high-quality employees in these roles can be a significant challenge.

High turnover rates, burnout, and lack of opportunities for advancement are all common issues that can impact the success of a call center. One of the key ways to address these retention issues is by offering different types of professional development opportunities to call center employees.

In this article, we will delve into the retention challenges that call centers face and examine the impact of professional development on employee satisfaction, productivity, and engagement.

From upskilling opportunities to career coaching, we will explore how organizations can use these strategies to improve retention rates, ultimately building a more motivated and engaged workforce.

What factors contribute to a high call center turnover rate?

Call centers face several challenges that can contribute to a high rate of attrition, including:

  • High-stress levels: A call center’s fast-paced and high-pressure environment can take a toll on employees, leading to burnout and high-stress levels.
  • Monotonous work: Handling a high volume of calls can be monotonous, leading to employee disengagement and lack of motivation.
  • Lack of career advancement: Call center employees may feel like they hit a career ceiling, leading to a lack of motivation to stay with the company.
  • Limited training and development opportunities: Employees may lose motivation and become dissatisfied if they do not learn anything new or develop their skills.
  • Limited communication and feedback: Employees may need more feedback and communication from their managers, which can lead to dissatisfaction and disengagement.


How does professional development solve turnover problems?

Did you know that 94% of employees say they would stay at a company longer if they offered professional development? And according to McKinsey & Co, 79% of frontline employees say a lack of career advancement is the #1 factor motivating them to leave their employer.

Providing professional development opportunities to call center employees can lower attrition rates and improve the employee experience. Taking advantage of the educational opportunities offered by their employer helps employees gain the knowledge and abilities that can help them excel in their current role and open up new opportunities for future career growth. They are more likely to stay with an organization that signals it values its employees’ career progression and development.


employee retention ideas


What types of professional development help call centers retain their workforce and promote talent?


Upskilling is essential for both the employees and the company. For employees, upskilling provides them with the knowledge and skills they need to advance in their careers. Employees who complete these programs can take on new or expanded roles within the organization, which positively impacts their personal growth, leads to higher pay, and improves employee engagement.

On the company side, upskilling can ensure employees learn the capabilities they need to provide excellent customer service, improve productivity, and contribute to the organization’s overall success.

Upskilling decreases the likelihood of employees seeking opportunities elsewhere and lowers turnover rates.

upskilling in call centers

Career Coaching

Experienced career coaches are skilled in guiding individuals to achieve career fulfillment and success. Effective career coaching programs provide professionals multiple opportunities to explore how their goals, values, and experience align with their long-term objectives.

Moreover, for organizations, career coaching can effectively provide value to employees and reduce turnover rates.

Through career coaching, employees can:

  1. Clearly identify their career goals and aspirations, which can increase their sense of purpose and motivation in their current role.
  2. Understand how their current skills align with the organization’s needs.
  3. Develop new skills and abilities by identifying skill gaps and implementing strategies to fill those gaps, which can lead to increased self-efficacy, job satisfaction, and engagement.
  4. Identify and pursue opportunities for career advancement within the organization, increasing their loyalty and commitment to the organization.

Overall, career coaching can be a valuable asset for individuals and organizations in achieving career growth and success.


HR Tech

Investing in HR tech like talent mobility or career mobility platforms match employees with training and development opportunities that meet their individual needs. By providing employees with the training and development opportunities they need to acquire new skills and advance in their careers, call centers can help employees advance within the organization.

This can increase job satisfaction and motivation, improving employee retention rates. Additionally, it can help Human Resource departments and executives track employees’ progress as they acquire new skills and identify gaps in the organization’s overall talent profile.


hr tech


The ROI of investing in professional development programs for businesses

  1. Increased Productivity: When employees have the skills and knowledge they need to perform their jobs effectively, they are more likely to be productive and efficient. This can lead to improved customer service and increased revenue for the company.
  2. Reduced Turnover Rates: When employees feel valued and invested in by their employer, they are more likely to stay with the company. Providing employees with the opportunity to upskill and advance in their careers can help to improve employee retention rates.
  3. Improved Customer Service: When employees have the necessary skills and knowledge to provide accurate and helpful information, it leads to better customer satisfaction and loyalty. This can improve the reputation of the company and lead to more business.
  4. Talent Pipeline Growth: Offering professional development to frontline teams, such as call center employees, supports an organization’s succession planning. According to Pathstream’s profile survey, 41% of students cite their organization paying for education benefits influencing their decision to upskill. Forward-thinking businesses are thinking beyond tuition reimbursement and covering the costs of professional development. This ensures they have abundant employees with the skills and experience they need to excel in their roles and grow their careers.


tuition reimbursement tips


Overall, providing professional development opportunities that foster career growth in call centers can create a positive feedback loop of employee satisfaction, productivity, and company success, which leads to improved employee career mobility and employer retention rates.

What’s next?

Are high employee turnover rates costing your business time and money? Pathstream can help! Our career mobility platform empowers frontline employees to take control of their careers with skill-driven career pathing, personalized coaching, and digital upskilling.

We’ve helped Fortune 500 companies like Amazon, Walmart, and Chipotle reduce turnover costs by up to $30k per employee. Partner with Pathstream to curate a customized education catalog, boost job applications, monitor employee engagement, and measure the ROI of your education benefits.

Join the ranks of top companies and attract the most ambitious and committed candidates with Pathstream.

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