Question: What Is BPO Attrition?

What are the types of attrition?

There are a few ways in which attrition happens.Voluntary Resignation.

This is the type of attrition where the employees leave on their own.

Retirement Or Involuntary Attrition.

Involuntary attrition is when an employee gets terminated from his job due to a lack of performance or due to ethical misconduct..

How is attrition calculated BPO?

In order to calculate the attrition rate, you just take the number of attritions (or employees who left the company), divided by the average number of employees, and then multiplied by 10. For example, if you had 47 agents leave in a year, with an average of 340 employees, your attrition rate would be 13.82%.

What is an attrition?

Attrition is a process in which the workforce dwindles at a company, following a period in which a number of people retire or resign, and are not replaced. … Attrition can also refer to a company losing its customer base, often as a result of older customers aging or moving on and fewer newer customers opting in.

How can we control shrinkage in BPO?

Top Tips for Improving Contact Centre ShrinkageFactor shrinkage into your staffing requirements. … Avoid inflating the base staffing figure by the shrinkage percentage. … Track unexplained absences closely to maximise productivity. … Forecast down to 15- or 30-minute intervals. … Don’t just write down 10% and keep your fingers crossed. … Don’t flat line shrinkage across the year.More items…•

How is SLA calculated?

There are 2 formulas here:For SLA which uses 24/7 default calendar. For tickets that met the SLAs, Time to Resolution as x = (SLA – displayed value in green) For tickets that did not meet SLA Time to Resolution as y = (SLA + displayed value in red) Sum of hours = ( Σx + Σy ) = z . … For SLA which uses 9-5 calendar.

What is BPO shrinkage?

Shrinkage can be defined as the time for which people are paid during which they are not available to handle calls. There are many reasons that can cause shrinkage – and it has to be taken into account when scheduling the required number of agents to meet call volumes.

What is AHT formula?

Average handle time, or AHT, is an important call center metric. … To calculate AHT, add your total talk time + total hold time + total after-call tasks, and then divide by the number of total calls. That is your average handle time.

What is the role of WFM in BPO?

Workforce management (WFM) is an integrated set of processes that a company uses to optimize the productivity of its employees. WFM involves effectively forecasting labor requirements and creating and managing staff schedules to accomplish a particular task on a day-to-day and hour-to-hour basis.

What is the process of attrition?

Definition: Attrition is an erosional process. Rocks and pebbles are carried in the flow of a river. They repeatedly knock into each other, which causes the rocks to erode or to break. As the rocks continue to collide, they erode more and more, getting smaller and smaller until they are only sediment. Attrition.

What is an attrition rate?

A common attrition rate definition refers to employee or staff turnover, but in a broader sense, attrition rate is a calculation of the number of individuals or items that vacate or move out of a larger, collective group over a specified time frame. Attrition rate is also commonly referred to as churn rate.

What is occupancy in BPO?

Call center occupancy is one of the key metrics that is often confused with an agent’s productivity. Essentially, It is the percentage of time that an agent actually spend handling incoming calls against the available or idle time, which is determined by dividing workload hours by staff hours.

What is attrition and shrinkage?

Shrinkage is a term that is broadly defined as the percentage of time that scheduled agents are not available to handle customer interactions. Conceptually, it’s the time that “shrinks” from the schedule. … Attrition is a component of contact center shrinkage.

What does 80% attrition mean?

A typical hotel contract will hold the group accountable for rooms not sold below a certain percentage of rooms blocked – usually 75-80%. Attrition is based on the cumulative room pickup, or the total number of room-nights sold for the length of the reunion (one room-night equals one room sold for one night).

What is the formula of shrinkage in BPO?

Shrinkage is another way of expressing what used to be called Utilisation. Utilisation is simply the number of hours that employees are available to work on their primary task (measured hours), divided by the total paid hours. So a Shrinkage Figure of 30% equates to a Utilisation figure of 70%.

How do you control attrition?

10 Steps to Help Reduce Agent Attrition in Call CentersOptimize recruiting and hiring. Reducing agent attrition starts with hiring the right agents for your team. … Enhance training programs. … Enhance customer satisfaction focused monitoring. … Establish clear communication channels. … Enhance recognition and rewards programs.