In the contact centre industry, the average tenure of a call centre agent is typically around 11–15 months. High attrition and short service periods are widely recognised challenges across the sector. At Step Change Outsourcing, we are focused on creating an environment where people stay and grow.

Our employee tenure reflects strong retention and long-term workforce stability. Our average tenure has remained resilient at 15 months in 2024 and 13 months in 2025, despite significant growth and headcount doubling year-on-year — maintaining a level at the higher end of the industry benchmark during a period of rapid expansion.

During the same period, our population of employees with over two years’ service increased by 77% in absolute terms, signalling a maturing workforce and a team that is growing in both experience and capability.

We recognise that retention doesn’t happen by chance — it begins from day one. Those first few months are critical in determining whether a new teammate feels secure, supported and confident in their role. That’s why we invest heavily in our induction period and onboarding journey. From structured training programmes and leadership introductions to performance coaching and clear progression pathways, we ensure new starters understand not just their role, but their future with us.

Our onboarding roadmap is designed to do more than teach systems and scripts. We equip our people with practical sales skills, communication techniques and resilience strategies that extend beyond the workplace. These are transferable capabilities that build confidence both professionally and personally.

Whilst onboarding lays the foundation, it is our culture that ensures long-term stability. We prioritise regular check-ins, feedback loops and open communication. We celebrate progression, encourage peer support and create an environment where people look after one another. It’s this collective responsibility that strengthens our stability.

In an industry where tenure is often short-lived, we are proud to be building a workforce that stays, develops and grows. Because sustainable performance comes from experienced, supported and motivated people — and that is exactly what we are committed to developing.