agent attrition

Posted on February 12, 2019 in agent attrition • Contact Center • Employee Engagement • Employee Experience • Occupancy • retention • Turnover

By John Cockerill In Colin Taylor’s recent article, “Resolving The Riddle Of Retention,” he speaks about the cost of attrition and the many factors that affect it. This article outlines how to do both a simple estimate of that cost and more complex calculations to undertake for a center. First, let’s outline a simple estimate […]

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 […]