AGENT ATTRITION
THE RETENTION CONNECTION HOW TO TURN AROUND CONTACT CENTER AGENT ATTRITION .
BY SHARON OATWAY , VEREQUEST
ILLUSTRATION PROVIDED BY ADOBE IMAGES
Call centers are vital in today ' s business landscape , serving as the frontline for customer interactions and support . Yet , despite considerable investment in employee engagement programs over the last 5-10 years , contact center agent attrition remains a significant challenge .
Over the last 12 months , frontline contact center attrition rates have increased from an average of 30 % -40% to an astonishing 65 % -80% in some sectors . Not only is this costly to maintain ( recruiting , training , coaching costs ), but it directly impacts the overall customer experience .
Let ’ s look at these challenging issues in phases : attrition calculation and costs , why are contact center agents leaving , and four ways to control attrition .
ATTRITION CALCULATION AND COSTS
1 . HOW TO CALCULATE YOUR CONTACT CENTER ' S ATTRITION RATE
To calculate your center ' s attrition rate , you need two key pieces of information : the number of agents who left your contact center and the average total number of agents employed at the center during the same period .
Here ' s the formula for calculating the attrition rate :
Attrition Rate = ( Number of Employees Who Left / Average Total Number of Employees ) x 100
30 CONTACT CENTER PIPELINE