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?
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