Introduction

For many in the call center industry, the attrition of their agents is considered an unavoidable but bearable “cost of doing business.” They seem surprised that it is a concern of their customers as well. In a recent analysis of the top twenty Business Process Outsourcing (BPO) vendors, in twelve of the twenty listed companies, the attrition of agents was called out as a major concern. The remaining eight were also called out for attrition-related issues such as “the lack of knowledge transfer,” “inexperience,” succession plans, etc.

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