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Call Centre Attrition - Too much? Too little? Too difficult? Compared to what?

Eloise Palmer

Attrition is one of the most debated and controversial issues in the call and contact centre industry. Like many calculated statistics it can be calculated in a plethora of ways producing a multitude of results and all sorts of conclusions.

As a centre manager if you reveal your attrition as being over 50% people may look at you with horror, and if you say you don't have any attrition people may look at you in disbelief. Yet both managers could be right and managing fantastic working environments.

Come and join us to understand how a company can have 50% and 10% attrition, what best practice is within call and contact centres, compare and understand the linking factors that can influence attrition and walk away having shared and learnt from your peers.

Eloise Palmer is the Managing Director of Vivaz, a management consulting company that specialises in benchmarking and call centres. Vivaz manages the Australian Contact Centre Survey (ACCS) which is a free quarterly benchmarking service for management within the industry. It is free in NSW thanks to the sponsorship of Quay Appointments.

Join us at the next breakfast meeting at Quay Appointments - 22nd June 2004.

For more information and to book your place (seats are limited) please contact Sam Meleah 9251 7339 or via email on smeleah@quayappointments.com.au. Please include within your email: Booking Name/s; Title; Company; Phone Number.

Confirmation of your place will be emailed to you.

Please RSVP by Friday, 18th June 2004.