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12th April 2022
Infant attrition rate– (The number of agents who leave business within 3 months of joining)
Training quality– The percentage of new agents who pass monitoring at the end of their first 30 days on the job.
It would be really helpful if the source of data points are mentioned.
Question asked by swapnil
It all depends so much on the industry sector
Infant attrition rate – (The number of agents who leave business within 3 months of joining) – Depends very much on the quality of recruitment and of the induction programme, but between 10 to 25% is not untypical.
Training quality – The percentage of new agents who pass monitoring at the end of their first 30 days on the job – typically 95%+
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Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.
He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.
He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."
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