Attrition - Agents

Author: CCa2z

Date: 9th November 2009

Attrition is one of the biggest problems in the call centre envirionment.  It refers to the turnover of staff and is a considerable cost to a company.

Staff leave the call centre which then starts a chain reaction of recruitment, training and development.

Staff leave for a variety of reasons such as lack of development, variety of work, stressful situations etc.  Much can also be down to the recruitment process itself, which fails to ensure that agents have the aproppriate competencies to undertake the work.


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