Agent turnover in contact centers has long been a critical challenge. On average, annual attrition in contact centers ranges between 30% to 45%, with the cost of replacing a single agent estimated between $10,000 and $20,000 — according to NICE's 2022 Global WFM Survey (PDF) .
The business case for coaching is well-established. A case study by AmplifAI demonstrated that when AI-powered performance enablement tools were used to increase feedback consistency and frequency, a global healthcare BPO saw a 12% improvement in agent retention — translating to $1.5M in savings over three months.
While compensation plays a role, a leading reason for turnover is the lack of effective coaching. Many contact centers operate with a supervisor-to-agent ratio as high as 1:20 or worse, making it nearly impossible to provide regular, personalized, and engaging feedback.
The business case for coaching is well-established. A case study by AmplifAI demonstrated that when AI-powered performance enablement tools were used to increase feedback consistency and frequency, a global healthcare BPO saw a 12% improvement in agent retention — translating to $1.5M in savings over three months.
Importantly, this proves the value of coaching itself. But most organizations simply can't scale it — not without significant human cost or technology that behaves more like a partner than a dashboard.