Facing High Turnover in Call Centers? Learn How to Calculate and Understand Attrition Rates

Hi Friends, I am working in an International Call Center. We are facing attrition problems. What can be the normal attrition rate, and how to calculate it. Kindly help me. Regards, Uma

Please find enclosed a document which will help you to calculate attrition.

Best wishes,
EAFIL

Hi Eafil,

I found the attachment useful. I would like to know if there is any formula to calculate the attrition rate.

Regards,
Uma

Hi,

There is no specific standard or norm for attrition. This varies from industry to industry. But if you can maintain attrition at a rate below 50% for your sector, I must say you are doing your job.

Regards, P.T. Rameshan

Can anyone please tell me what attrition actually is and what is the purpose of it?

I will be highly obliged if anyone comes up with its description.

Regards,
M. Hasan

Attrition rate is the rate of employee turnover in an organization. It is calculated as the number of employees lost to the organization as a percentage of its total strength. Here, the number of employees lost means the difference between the number inducted and the number left in a year; Strength of employees is the average figure, arrived at by the opening balance + closing balance divided by 2.

Attrition rate is an indicator for several factors concerning the organization, such as its working climate, reward systems, performance management, and employee satisfaction. The threshold percentages vary from industry to industry. However, any percentage of attrition of over 10% should be a matter of concern.

Thank you for the very useful attrition calculator.

I would like to mention that according to the NASSCOM McKinsey survey, the annual attrition rate in BPOs averages 31%.

Thanks and Regards,
Satyabrata Tripathy