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

Defining and Discussing Contact Center Attrition

We respect your privacy, by clicking "Download Your Copy" you will receive our e-newsletter, including information on Podcasts, Webinars, event discounts, online learning opportunities and agree to our User Agreement. You have the right to object . In addition, you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. For further information on how we process and monitor your personal data click here. You can unsubscribe at any time.

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