Step 6 of 10: Agent Attrition

Agent attrition is used to calculate the weighted AHT based on the projected mix of fully tenured and new hire agents each month. It is also used in determining the number of new hires to be recruited and the number of trainers required for the Recruitment and Training Planner.

Enter the monthly attrition rate based on historical actuals and forecasted trend.

Click “Save” to lock in the data entries.

Click “Next” to go to the next step.