Sign up to get full access to all our latest content, research, and network for everything customer contact.

Defining and Discussing Contact Center Attrition

Add bookmark

Managing Attrition in the Contact Center

Defining & discussing call center attrition

There’s no doubt about it. Attrition costs money. And with no standard definition, calculating and comparing attrition is not easy. Some would even call it a "fun with numbers" exercise.

Partnering with the Everest Group, global outsourcer TELUS International offers readers a working discussion for:

- Defining & capturing attrition rates

- Calculating attrition – formulas

- Managing the impact of attrition

- Reducing attrition for a better customer experience

RECOMMENDED