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:
How to establish a clear definition for capturing attrition rates
The factors that impact attrition in today’s market
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.
Note: this report is from 2012. See our most recent R2R research report.
The Finance & Accounting (F&A) function comprises three end-to-end processes – Procure-to-Pay (P2P), Order-to-Cash (O2C), and Record-to-Report (R2R). This report focuses on…