How to Measure Contact Centre Turnover Related Articles Attrition in BPO: A Deep Dive Into Employee Turnover What Is Your Average Turnover Rate (Voluntary + Involuntary)? What Is Voice of the Employee and Why Does It Impact Your Call Centre Turnover? How to Measure Employee Engagement © nopparat - Adobe Stock - 230352412 685 Filed under - Industry Insights, Talkdesk Justin Robbins of Talkdesk explains how to calculate advisor turnover in the contact centre. Contact centre turnover is inevitable. The role of a call centre agent is often a low-paying, entry-level position. Many people accept these positions to get their foot in the door with a company, or as a means of earning income until something better comes along. The drivers of turnover can vary significantly depending on the organisation, job market, industry, location or a variety of other social or economic factors. It’s important to understand each of the factors that contributes to turnover and how it can be avoided. One of the ways that contact centre leaders can understand their attrition rates is to measure the four types of employee turnover. They are: Internal Voluntary: This is when an employee pursues a position within your organisation. Internal turnover is often viewed as positive (in the case of promotions, or cross-training strategies) but could be negative if employees are looking to escape poor management or stressful working conditions. Internal Involuntary: This is when an employer makes the decision to shift an employee’s role and responsibilities. Examples of this type of turnover could include a leadership promotion, a reassignment based on changing business needs or a performance-based demotion. External Voluntary: This type of turnover is when an employee voluntarily chooses to resign from the organisation. Voluntary turnover could be the result of a more appealing job offer, staff conflict, or lack of advancement opportunities. External Involuntary: This type of turnover is when an employer chooses to release an employee from the organisation. Involuntary turnover could be a result of poor performance, staff conflict, the at-will employment clause, etc. Each type of turnover should be tracked monthly and annually—using both actual and average measurements. These calculations enable contact centre leaders to understand how their turnover may change from month to month, as well as to understand overall trends on a monthly or annual basis. Here are some examples of using the various types of turnover calculation: Scenario: My contact centre typically has filled 50 positions. Over the course of one month, we employed 63 different people. At the end of the month, 46 positions were filled and 4 were vacant. In total, 17 people quit or were terminated during the month. Monthly Actual (Calculated each month): 17 (total # of people lost during the month) / 63 (total # of employees during the month) 17/63 = .269 .269 X 100 = 26.9% actual attrition rate for the month These next few calculations use example numbers to demonstrate how turnover can be measured as a monthly average, annual actual, and annual average. Monthly Average (Calculated over the course of several months): 12 (average # of people lost per month) / 56 (average # of employees per month) 12/56 = .214 .214 X 100 = 21.4% average monthly attrition over the past M # of months Annual Actual (Calculated each year): 86 (total # of people lost during the year) / 718 (total # of employees for the year) 86/718 = .119 .119 X 100 = 11.9% actual attrition rate for the year Annual Average (Calculated over the course of several years): Justin Robbins 75 (average # of people lost per year) / 724 (average # of employees per year) 75/724 =.103 .103 X 100 = 10.3% average attrition rate over the past Y # of years Contact centre turnover is not altogether avoidable but, with the right tracking systems in place, you can gain a better understanding of how it’s affecting your organisation and develop strategies for addressing it. Author: Robyn Coppell Published On: 28th Feb 2019 Read more about - Industry Insights, Talkdesk Recommended Articles Attrition in BPO: A Deep Dive Into Employee Turnover What Is Your Average Turnover Rate (Voluntary + Involuntary)? What Is Voice of the Employee and Why Does It Impact Your Call Centre Turnover? How to Measure Employee Engagement Related Reports Report: The Top 5 Metrics Shaping Bank and Credit Union Performance eBook: ChatGPT and the Contact Center of the Future Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter Related Articles Attrition in BPO: A Deep Dive Into Employee Turnover What Is Your Average Turnover Rate (Voluntary + Involuntary)? What Is Voice of the Employee and Why Does It Impact Your Call Centre Turnover? 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