B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Current
30%
30% -- annual attrition rate for contact centre agent roles (US) (2026)
US contact centre agent roles experience annual attrition of 30% to 45%.
- Reported as a range of 30% to 45%
Attribution:
View source
Lighthouse Research Team
Last verified:
·
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Source verified
Evidence graded
Value
30%
Unit
Percentage
Data Vintage
2026
Entity
Geography
US
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
50
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
Retell AI
Primary
Tier C
https://www.ondial.ai/blog/ai-voice-agent-vs-human-agent-cost-per-call ↗
Source Article
AI Voice Agents vs Human Agents: Cost Per Call
An analysis from Retell AI found that most operators undercount the true cost of a phone call by roughly half. That single gap is why the AI voice agent vs human agent cost per call debate gets so confused. People compare a vendor's headline per-minute rate against an agent's hourly wage and call it…
Original Research
Retell AI
· Original study ↗
Methodology
Range 30-45%; midpoint used. Cited from Retell AI's 2026 cost model.
Methodology documented
Segmentation
IndustryRetail
RegionUS
RoleContact Centre Agent
Channelcontent
Cite this stat
Plain Text
contact centre agent roles (US): 30% annual attrition rate. Source: Retell AI (2026). Via Lighthouse Intelligence -- https://lighthousedata.io/data/agent-attrition-rate-2026
HTML Embed
<blockquote cite="https://lighthousedata.io/data/agent-attrition-rate-2026" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>30%</strong> -- annual attrition rate for contact centre agent roles (US)<br><small>Source: Retell AI (2026) · <a href="https://lighthousedata.io/data/agent-attrition-rate-2026" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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