Industry Data
Our mission at BizJuice is to be your team’s “starting point” for every major contact center project and initiative. Whether you’re looking for the perfect outsourcer partner, technology solutions, performance management and employee engagement tools or expert consulting resources, we can help connect you with the resources that will help drive your business. Many projects and initiatives require understanding market/industry data and trends. Each month, we (confidentially) survey our industry contacts and compile data for you to use when making decisions, writing reports and comparing your contact center business versus others around the world.
Industry Data
BPO Base Rate
- U.S. inbound tier 1 / entry level: $12.67
- LATAM inbound tier 1 / entry level: $8.53
- Philippines inbound tier 1 / entry level: $3.94
- Pakistan tier 1 pay rate: $5.88
BPO Entry Level Hourly
- U.S. outbound sales / entry level: $15.92
- U.S. outbound collections / B2C: $17.97
BPO Attrition – Monthly
%
BPO Monthly Attrition - 10.1%
(U.S. inbound tier 1 / entry level)
%
BPO Monthly Attrition - 5.8%
(LATAM inbound tier 1 / entry level)
%
BPO Monthly Attrition - 3.9%
(PHI inbound tier 1 / entry level)
%
BPO Monthly Attrition - 6.0%
(U.S. outbound sales / entry level)
%
Non-BPO Monthly Attrition - 4.1%
(U.S. outbound collections / B2C)
%
BPO Monthly Attrition - 4.4%
(U.S. outbound collections / B2C)
%
Non-BPO Monthly Attrition - 3.9%
(U.S. outbound collections / B2C)
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BPO Attrition – Monthly
- (U.S. inbound tier 1 / entry level) – 10.1%
- (LATAM inbound tier 1 / entry level) – 5.8%
- (PHI inbound tier 1 / entry level) – 3.9%
- (U.S. outbound sales / entry level) – 6.0%
- (U.S. outbound collections / B2C) – 4.4%
We understand there are many variables that impact the contact center data points, such as geography, industry, work type, tenure, etc. As a result, if you believe the data presented here isn’t exactly what you are looking for, let us know and we can assign one of our experts to help you fine-tune your data analysis needs.
“We always need to show our executives and clients how our attrition compares to other contact centers, but never had a place to go to find competitive attrition data. Thanks to BizJuice, we now have the comparative data we need – and the tools to fight attrition!”
COO, International BPO/Outsourcer