Glossary

What is Attrition?

The rate of employees resigning from call centres due to work overload and high stress over a specific time-frame. Call centre owners keep a close eye on the factors that contribute to a high attrition rate. It is the closest measure of how ideally your call centre is working and is often related to the performance of a vendor. The terminology is also popular as staff turnover rate. It is being stated that a higher attrition rate often leads to elevated expense for a call centre.

Attrition rate (%) = (No. of employees that left the call centre during a particular period/average number of employees in the call centre for that period) X 100.

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