Articles about attrition

Many contact centres use balanced scorecards to track performance.    But what is a balanced scorecard and how does it work?  Charles Baker explains.

Absence is a big problem across the industry.  It seems particularly acute on a Monday morning.  In some call centres up to 10% are absent at any one time.
Here are 16 tips to help manage the issue…

With a renewed focus on customer satisfaction and attrition rates on the rise, there has never been a more important time to recruit the right agents.
But how do we find people that have got the ‘right stuff’? One of our readers, Customer Service Director – Kevin Stillwell provides a few pointers.

With the economy coming out of recession, attrition rates will start to rise again.
In this double feature Steven Cooper and Helena Clayton look at practical steps we can take to reduce attrition.

Stress can manifest itself in a range of symptoms and ultimately make you or your staff very ill.  Symptoms to watch out for include headaches, irritability and forgetfulness.
In this article Carolyn Blunt looks at a range of techniques to improve stress levels for you and your team.

This week we look at two call centres who have got a handle on staff retention.  Both Granby Marketing and SHL Group have managed to reduce their staff churn to less than one person per year. We asked these two call centres what their secrets are…

Employee engagement is not only affected by how the company as a whole treats and values its staff but by all the interactions an employee has in the work place.  Hayley Oats explores the subject for us.

Attrition is often seen as a health check for any business. If a high number of people are leaving then something is wrong. The question is what, and what can be done to improve it. Here Steve Woosey of the Professional Planning Forum shares his thoughts with us.

If you want to cut your agent churn rate, you need to think about improving your processes and being a bit more savvy when it comes to technology. Paul Scott reports.

Are you talking to your staff on a regular basis to find out what they want and need from their jobs?
If you’re only speaking to them once a year, you could be losing out on valuable information and losing your staff to boot, says Gary Schwartz.