# A 200-person call center loses about $1.8 million a year to employee turnover. Last updated November 1, 2026FreeNo signupFormula shown This turnover cost calculator for call centers starts from a turnover rate of 38% (SQM Group press release, 13 April 2023, on its call center benchmarking) and an average pay of $46,600 a year (May 2025), and it works out what a year of turnover costs at a replacement cost of 50% of pay. Change any number to match your company. The rate is for call center agents and the pay is the average for customer service representatives, the BLS job that comes closest to an agent, so put your agent headcount in the employees box. Number of employees Average annual salary (USD) Annual turnover rate (%) Don't know it? Use our [turnover rate calculator](https://www.teampredict.ai/tools/employee-turnover-rate-calculator) first. Replacement cost per departure (% of salary) Gallup estimates replacing an employee costs one-half to two times their annual salary. 50% is the low end of that range and a conservative place to start for a mixed team. What if you cut turnover by (points) Estimated departures per year 76 Estimated cost per departure $23,300 Estimated annual cost of turnover $1,770,800 teampredict.ai/tools/employee-turnover-cost-calculator Potential annual savings $139,800 if turnover drops by 3 percentage points Copy resultsCopy link Compare with your industryAll US employersTotal private  Mining and logging  Construction  Manufacturing    Durable goods manufacturing    Nondurable goods manufacturing  Trade, transportation, and utilities    Wholesale trade    Retail trade    Transportation, warehousing, and utilities  Information  Financial activities    Finance and insurance    Real estate and rental and leasing  Professional and business services  Private education and health services    Private educational services    Health care and social assistance  Leisure and hospitality    Arts, entertainment, and recreation    Accommodation and food services  Other servicesGovernment  Federal  State and local    State and local government education    State and local government, excluding education ## Your annual turnover rate of 38% is 1.7 points below the US average of 39.7%. You38% US average39.7% - Quits - Layoffs and discharges - Other exits At the US average of 39.7%, a team of 200 would lose 79.4 people a year, and at 50% of a $46,600 salary that costs about **$1,850,020**, against **$1,770,800** at your rate. Averages are exits per 100 jobs over 2025, from the US Bureau of Labor Statistics. See [every industry, year by year](https://www.teampredict.ai/employee-turnover-rate-by-industry). ## 200 people at 38% turnover lose 76 people a year, at $23,300 each. Departures a year 200 employees × 38% turnover 76 Cost per departure $46,600 salary × 50% replacement cost $23,300 Annual cost 76 departures × $23,300 $1,770,800 Saving from a 3-point cut 200 employees × 3% × $23,300 $139,800 The replacement cost percentage holds everything from the job ad to the months a new hire takes to get up to speed. ## Turnover costs a 50-person call center about $443,000 a year, a 200-person one about $1.8 million and a 1,000-person one about $8.9 million. Yearly cost of turnover among call center agents at three company sizes Company size People who leave a year Cost of one departure Cost of turnover a year 50 people 19 $23,300 $442,700 200 people 76 $23,300 $1,770,800 1,000 people 380 $23,300 $8,854,000 People who leave = employees × 38%. Cost of one departure = $46,600 pay × 50%. Cost of turnover = people who leave × cost of one departure, the same sum as the calculator above. The highlighted row is what the calculator opens with. These three sizes use the same 38% rate and $46,600 pay. Your company is different, so put your own headcount, pay and rate in the calculator above, or start from the [main employee turnover cost calculator](https://www.teampredict.ai/tools/employee-turnover-cost-calculator). See your own team's flight risk in about a minute. [Check my team](https://www.teampredict.ai/tools/free-flight-risk-check) ## The turnover rate among call center agents was 38% in 2022, as SQM reports it. _Figure: Yearly turnover among call center agents: 35% in 2021, 38% in 2022._ Average yearly call center agent turnover, from the SQM Group release of April 2023. Its latest year is 2022. The source gives 2 years: 35% in 2021 and 38% in 2022. Every industry is in the [turnover rate by industry](https://www.teampredict.ai/employee-turnover-rate-by-industry) table, year by year. ## Call center agent turnover ran from 20% to over 200% across the centers SQM benchmarked. These are the reasons and figures the survey publishes, each with its source. - Call centers in SQM's 2022 and 2023 benchmarking ran from 20% agent turnover to over 200%. [Source: SQM Group, 13 April 2023](https://www.prnewswire.com/news-releases/call-center-attrition-rate--it-is-now-the-most-important-kpi-301795825.html) - SQM lists these causes: overall job dissatisfaction, a low unemployment rate and work from home that make it easy to job-hop, undesirable schedules and repetitive work, poor career opportunities, agents who feel unappreciated, weak supervisor coaching, and dealing with dissatisfied customers. [Source: SQM Group, 13 April 2023](https://www.prnewswire.com/news-releases/call-center-attrition-rate--it-is-now-the-most-important-kpi-301795825.html) - 47% of the managers SQM surveyed said high agent turnover and absenteeism is their biggest problem in running a call center. [Source: SQM Group, 13 April 2023](https://www.prnewswire.com/news-releases/call-center-attrition-rate--it-is-now-the-most-important-kpi-301795825.html) Average pay in this page is $46,600 a year, which is 70% of the $66,500 average for all private employers (BLS series OEUN000000000000043405104 and CEU0500000011, May 2025). ## A 5-point cut in turnover would save a 200-person call center about $233,000 a year. At $46,600 pay and a 50% replacement cost, one departure costs $23,300. A 5-point cut in turnover keeps 10 of 200 people a year, and 10 × $23,300 is $233,000. Move the "cut turnover by" slider in the calculator to try your own target. [Gallup found that 52% of employees who left voluntarily say their manager or organization could have done something to prevent it](https://www.gallup.com/workplace/247391/fixable-problem-costs-businesses-trillion.aspx), and 51% say that in the three months before they left, nobody spoke with them about their job satisfaction or their future with the company. - SQM's list of causes includes career opportunities, recognition and supervisor coaching, three things a company can change. [Source: SQM Group, 13 April 2023](https://www.prnewswire.com/news-releases/call-center-attrition-rate--it-is-now-the-most-important-kpi-301795825.html) ## The rate and the pay on this page come from public sources, and both are inputs you can change. Where each number on the page comes from Number Value Source Turnover rate 38% [SQM Group press release, 13 April 2023, on its call center benchmarking](https://www.prnewswire.com/news-releases/call-center-attrition-rate--it-is-now-the-most-important-kpi-301795825.html). SQM Group reports the average share of call center agents who left in a year. The latest year in its release is 2022, so the rate is older than the other pages here. Average pay $46,600 a year [BLS Occupational Employment and Wage Statistics](https://www.bls.gov/oes/), series OEUN000000000000043405104: the average yearly pay of customer service representatives in the US, for May 2025, to the nearest $100. Replacement cost 50% of pay [Gallup, March 2019](https://www.gallup.com/workplace/247391/fixable-problem-costs-businesses-trillion.aspx): replacing an employee costs one-half to two times annual salary. 50% is the low end of that range. Company sizes 50, 200, 1,000 Chosen for comparison. The calculator opens at 200 people, and you can enter your own headcount. The wider group of jobs has a page of its own: [Professional and business services](https://www.teampredict.ai/tools/employee-turnover-cost-calculator/professional-and-business-services). ## Three industries with a turnover rate near 38% each have a calculator page of their own. - [39.8% turnoverOther services](https://www.teampredict.ai/tools/employee-turnover-cost-calculator/other-services) - [40.2% turnoverMining and logging](https://www.teampredict.ai/tools/employee-turnover-cost-calculator/mining-and-logging) - [34.5% turnoverHealth care and social assistance](https://www.teampredict.ai/tools/employee-turnover-cost-calculator/health-care-and-social-assistance) The [main calculator](https://www.teampredict.ai/tools/employee-turnover-cost-calculator) lists every industry. To see which of your own people are at risk, [run the free flight risk check](https://www.teampredict.ai/tools/free-flight-risk-check). See your own team's flight risk in about a minute. [Check my team](https://www.teampredict.ai/tools/free-flight-risk-check) ## Here are four questions about the cost of turnover among call center agents, answered. How much does employee turnover cost among call center agents? At the 38% rate and $46,600 average pay, turnover costs a 50-person call center about $442,700 a year, a 200-person one about $1,770,800 and a 1,000-person one about $8,854,000. That assumes each departure costs 50% of a year's pay, the low end of what Gallup found. What is the employee turnover rate among call center agents? It was 38% in 2022 (SQM Group press release, 13 April 2023, on its call center benchmarking). SQM Group reports the average share of call center agents who left in a year. The latest year in its release is 2022, so the rate is older than the other pages here. How does the calculator work out the cost? It multiplies the people who leave by the cost of replacing each one. For 200 people at 38%, that is 76.0 departures a year. At $46,600 pay and a 50% replacement cost, each costs $23,300, so the year costs $1,770,800. What pay does the calculator use for call centers? $46,600 a year, which is the average yearly pay of customer service representatives in the US, for May 2025 (BLS series OEUN000000000000043405104), to the nearest $100. Put your own average pay in the calculator for a closer figure. ## Turnover is cheaper to prevent than to calculate. TeamPredict flags resignation risk early from public LinkedIn signals, giving you lead time to retain your best people before they hand in notice. [Start 30-Day Free Trial](https://app.teampredict.ai/signup) No charge today · Cancel anytime