Attrition pipeline model

Topic Views - 744

Attrition pipeline model
LOB January February March April May June
Budgeted HC 18 18 18 18 32 32
Required HC basis Forecast 19 19 19 18 22 24
Running HC 18 18 17 16 12 9
Planned attrition (Month over month) 2% 2% 2% 2% 2% 2%
Actual External Attrition 0 1 1 0 1 0
Actual Internal Attrition 0 0 1 2 3 6
New Hires 3
Variance -1 -1 -2 -2 -10 -15


TAT to add resources in the team
Hiring Turnaround time 6-8 weeks
New Hire Training time 4 weeks
Notice Period 4 weeks Maximum 8 weeks


A higher-than-average attrition rate or turnover rate (Refer to the data set for one of the teams)
2. The notice period is 4 weeks in most cases, could also go up to 8 weeks in some special scenarios
3. The hiring timeline is 6-8 weeks at best
4. The onboarding process (which includes training etc) is another 4 weeks

All this is leading to queue health metrics going in red and people burndown due to constant OT garnering
Based on this information:
1. What is your take on this situation, is there an issue or a gap? If yes, what and why? If not, why?
2. Do a deep dive on data and come up with a plan to manage attrition through continuous planned hiring to
benefit all parties involved?

Helper

Call Centre Helper

Yes there is an issue
You certainly have an issue between the budgeted headcount and the running headcount. Also the time it takes to recruit a new member of staff.

I suggest that you read the following articles for ideas
https://www.callcentrehelper.com/strategies-reduce-staff-turnover-149715.htm
https://www.callcentrehelper.com/ten-tips-to-help-retain-your-staff-17017.htm
https://www.callcentrehelper.com/tag/attrition

Want to add a comment?

Not found what you were looking for?

1. Try searching through our site.
2. Still not got an answer?

Why not ask the Call Centre Helper Community? Click here to ask your question