Defining and Discussing Contact Center Attrition

26 Jul 2013


In a recent study of attrition trends in the contact center outsourcing (CCO) sector, Everest Group observed several noticeable shifts in how both the enterprises engaging these services and CCO service providers view attrition. This Everest Group viewpoint offers readers a starting point in the ongoing discussion of attrition rates. More specifically, we discuss:  

  1. How to establish a clear definition for capturing attrition rates
  2. The factors that impact attrition in today’s market
  3. Key levers commonly used to manage and reduce attrition

Further, this piece explores attrition as a strategic management issue, particularly as more organizations seek to drive stronger value from their contact center operations and create a differentiated experience for the customers they touch.


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