A Lifecycle Practice For Attrition In The Call Center
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Overview: Who cares about attrition? 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. The lifecycle approach is based on addressing different attrition factors at different stages of the agent lifecycle. Solving the challenges at each stage requires different tactics, but the underlying strategy for each relates to the larger goal of retention.