Case Study #2: Battling Employee Turnover


Perhaps one of the biggest drains on any call center budget is the agent attrition rate. It is a problem that has plagued the industry for decades. Often the executive team will try to address this issue in vain, trying to improve areas that have little or no bearing on agent attrition. With so many failed attempts at solving attrition, the problem persists. Often high attrition rates begat more attrition, resulting in poor customer satisfaction rates and lost sales opportunities. This study sets out to identify the core problems of agent attrition and what solutions have been used to reduce attrition rates.

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