Defining, Discussing and Calculating Contact Center Attrition – with Everest Group

There’s no doubt about it. Attrition costs call center operators a lot of money. Working with Everest Group, TELUS International offers a framework for discussing, defining and calculating contact center attrition.


What you get:

  • How to establish a clear definition for capturing attrition rates
  • Calculating attrition – Recommendations
  • Factors that impact attrition today
  • Managing and reducing attrition for better customer experience

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From the paper

The link between attrition rates and operational performance is integral ...but ... It's safe to say that there are as many approaches to assessing contact center attrition as there are contact centers. Some would even call it a "fun with numbers" exercise.