agent attrition

Calculating Agent Attrition in the Contact Center

Posted on May 02, 2018 in agent attrition • Metrics • Turnover • WFM

By: Peg Ayers & Turaj Seyrafiaan Definition: The percentage of staff who leave the Contact Center, voluntarily or involuntarily, over a period of time. Calculation: (Total number lost/Average total staff) X 100 Example: The total staff at the beginning of the month is 90 and at the end is 110, so the average staff for […]

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