Resolving the Riddle of Retention
Taylor Reach Group
DECEMBER 7, 2018
The average contact center attrition reported by ICMI was at 33% in 2017, up from 29% reported in 2016. Accepted averages are captive centers at 20% per annum and 100% per annum for outsourced centers. The absence of Service Level Agreement with HR to provide Disciplinary Action approvals in a timely manner.
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