what is attrition in bpo

Attrition in BPO refers to the process of employees leaving their jobs in a call center or BPO company, whether voluntarily or involuntarily. The attrition rate is calculated by dividing the number of resignations by the average number of employees in that period. There are different types of attrition, including voluntary, involuntary, demographic, and retirement attrition. High attrition rates are a common problem in the call center industry, and it can be costly for companies to replace employees with new ones. To address this issue, companies can focus on talent retention and identify the reasons behind attrition, such as lack of advancement prospects or unfair treatment. Companies can also streamline repetitive tasks, provide engaging work environments, and offer benefits that matter to employees to reduce attrition rates.