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Glossary

What is Call Center Attrition?

The rate at which employees quit the workforce at a call center during a certain time period is referred to as call center attrition. Employee churn is another name for this concept.


Attrition at call centers is affected by a number of additional factors, including:


  • Geographical location (region/country)

  • The call center's nature

  • Level of Hierarchy

  • Employee age groupings, for example.


These elements, however, have no direct impact on it. Instead, they exaggerate the causes of attrition (which we will talk about later).

How to Determine Call Center Attrition

Attrition rates may be calculated using a simple formula. To determine the attrition rate, just divide the number of attritions (or employees who left the organization) by the average number of employees and multiply by ten.


Attrition rate = number of attritions divided by average number of employees multiplied by 100.


For example, if 47 agents left in a year and you had an average of 340 employees, your attrition rate would be 13.82 percent.

The main causes of contact center attrition and how to decrease it

Identifying the issue is the first step in resolving call center attrition. The following are the key contributing elements in the industry:


Inadequate education

It may be appealing to put new hires to work right away and get them to work. This, however, is a bad idea. Frustration and poor performance result from not preparing recruits to deal with high-stress circumstances. These causes eventually lead to their departure.


According to a survey, a solid training programme assists employers in retaining 91 percent of their first-year employees. Training is also the first introduction new recruits have to your business culture. Rushing through it may leave an unfavorable impression, leading them to actively seek for better jobs.


Tools of poor quality

The absence of tools has no direct influence on call center attrition. However, it does result in other unfavorable scenarios.


When agents use a manual dialer, for example, they waste a lot of useful time dialing numbers that may or may not connect. As a consequence, agents make fewer calls, convert fewer customers, and perform badly. Using automated dialers, on the other side, would alleviate this problem while increasing staff productivity. According to a G2 poll, 52 percent of respondents were unsatisfied with their jobs because of mismatched software. Furthermore, 24 percent indicated they contemplated searching for a new job because of incompatible software.


Leadership that is ineffective

The quality of an employee's work-life is greatly influenced by their connection with the leadership. Agents are compelled to depart if they are not supported or motivated by their superiors. Furthermore, the prejudiced perspectives of agency team leaders have an impact on this connection. This is a major problem in organizations that do not have a systematic mechanism in place to track and evaluate employee performance.


According to a  research, 75% of workers quit their employment willingly because of their superiors. Even if the position or function was a good one, this was true.

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