attrition

Call Center Attrition – Understanding this important KPI

Turnover and attrition. A problem that has plagued many in the customer service industry. A QATC (Quality Assurance & Training Connection) study benchmarks the average call center agent turnover rate ranges between 30%-45%. Many look at this KPI as top metric in calculating a call center’s success. The high agent turnover leads to reduced customer satisfaction rates, lower first-call resolution rates, and many other issues. Read more in our latest blog post.