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Why do we look at the annual attrition rate in the call center?

Lori Bocklund EXPERT RESPONSE FROM: Lori Bocklund

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QUESTION POSED ON: 19 February 2008
What is the value of looking at the annual attrition rate? Why not just look at the monthly attrition rate on a regular basis?

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EXPERT RESPONSE
Some call centers may have events or seasonal patterns that trigger higher attrition in certain months (e.g., students going back to school). So an annualized attrition rate gives you a view of the overall impact and annual cost, and a monthly attrition rate provides a detailed view for planning purposes.

Editor's note: Take SearchCRM.com's quiz on preventing call center attrition to see how well prepared you are to avoid losing agents in the call center.


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