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Lifecycle Practice for Call Center Attrition

Lifecycle Practice for Call Center Attrition

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Published by lwimberly
It is becoming clearer to leading organizations that the impact of call center attrition is usually underestimated, but it is absolutely necessary to control. This paper prescribes a lifecycle approach to manage this pervasive issue.
It is becoming clearer to leading organizations that the impact of call center attrition is usually underestimated, but it is absolutely necessary to control. This paper prescribes a lifecycle approach to manage this pervasive issue.

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Published by: lwimberly on Oct 08, 2009
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09/28/2010

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The True Cost of Attrition
A Lifecycle Practicefor Attrition
Executive White PaperJuly 2008
 
The True Cost of Attrition
By Matt McConnell
Who cares about attrition? It depends.
 
If it concerns the effort involved in hiring 30-50 percent of the workforce every six months, human resources does.
 
If it concerns the length of time it takes for new hires to become adequate,supervisors do.
 
If it concerns how much all of this costs, operations certainly does.
 
If it concerns the impact of attrition on customer loyalty, the executive suite should care about it.What is becoming clearer to leading organizations is that the impact of attrition is usually underestimated because of multiple partial owners, but it is absolutely necessary to control.What can be done to manage this many-headed beast? 
Lifecycle Approach
The owner of the customer experience faces the greatest impact from rampant agent attrition andtherefore should own the attrition solution. Studies show that poor customer service leads tocustomer defection. It is a fair assumption that a constant influx of new agents cannot provide thesame level of customer service that a steady core group of agents properly hired, trained andcoached can. These basic principles form the foundation for a practical approach to attritionacross the lifecycle
(Figure 1)
, an approach that rallies all the players around the same goal andmeasures their progress accordingly.
Agent Lifecycle Retention Model 
 
Figure 1
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