What is a realistic attrition target?
A. The answer to this question will vary from call center to call center. It’s impacted by the quality and size of the candidate pool you have. And how attractive your offer is to applicants in the market place. You also need to consider the type and quality of training, support, coaching and leadership your organization offers. However, if one is to ‘ball park’ this expectation, it is our contention that – should you use an end-to-end systemic selection system that includes SACS – you should be able to obtain a world-class standard of 15% for inbound and around 20% for outbound.
