The business impact and costs of contact center attrition – free whitepaper.

Attrition costs money, but how much? Is it possible to measure the real impacts of attrition on both call center operations and the customer experience? In partnership with Everest Group, this paper examines the specific cost and revenue impacts of call center attrition.


Sample data from the study:

  • A typical U.S.-based 500-person contact center could spend roughly US$0.5–1.3 million a year on attrition related costs while experience revenue leakage of US$0.4–0.6 million in a year
  • Put together, this results in a potential loss of US$1–2 million in business value over a period of one year directly attributable to attrition

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From the paper

Knowing that you always better manage what you can measure, this report should prove helpful in better quantifying and, in turn, managing how attrition impacts the business outcomes of your contact center and customer experience operations.