Vicious Cycle: Attrition Cost Per Lost CSR Rises as Overall Attrition Increases | Market Insights™

Posted On January 31, 2014

Business Impacts of CC attrition 2

The total cost impact of attrition varies based on the actual level of overall attrition: costs increase by about 1.3% for every 10% increase in annual attrition rate. The higher per-Customer Service Representative (CSR) cost of attrition, which holds true for contact centers located in both onshore and offshore locations, is driven by the need to maintain a larger infrastructure to support higher attrition rates.

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