Calculating call center agent churn

Calculating call center agent churn

What formula would you use to calculate churn for call center agents, since the call center is normally a high turnover environment?

    Requires Free Membership to View

    Login

    When you register, you'll begin receiving targeted emails from my team of award-winning editorial writers on the latest customer relationship management (CRM)and call center technology issues today. Our goal is to keep you informed on the hottest issues facing this fast-changing industry.

    Hannah Smalltree, Editorial Director

    By submitting your registration information to SearchCRM.com you agree to receive email communications from TechTarget and TechTarget partners. We encourage you to read our Privacy Policy which contains important disclosures about how we collect and use your registration and other information. If you reside outside of the United States, by submitting this registration information you consent to having your personal data transferred to and processed in the United States. Your use of SearchCRM.com is governed by our Terms of Use. You may contact us at webmaster@TechTarget.com.

The most common way to calculate agent turnover is to divide the number of agents who left by the number of agents staffed at the beginning of any period. Example: 100 agents started the month and 98 agents remained at the beginning of the following month would equal a 2% turnover rate.

For tracking, many centers further divide turnover into subcategories of part time and full time, planned or internal (promotions) and unplanned turnover, voluntary and involuntary. Whichever you decide to include in your center's calculation, it is important to keep in mind that the methodology be consistent over time to trend your performance.

This was first published in June 2007