Agent Attrition with Oliver Catt
Update: 2024-05-22
Description
Today's guest on the Contact Center KPI podcast is Oliver Catt, Founder of The Cattalyst.
We talk all about agent attrition. A touchy subject in the contact center world.Here are three things you'll learn from Oliver's episode:1) It can cost 105% of an employee's salary to replace, recruit, and train and new person to replace them. 2) It has been normalized to expect higher levels of attrition instead of trying to do something to improve it. Companies just accept the sunk cost.3) Attrition occurs because of one of these three reasons:- Money: Not being paid enough- Motivation: No growth, no motivation to push themselves- Management: Bad leadership
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