Jerry Ellis, a call center guru, believes that agent attrition is a foundational KPI that is often glossed over.

It’s just baked into your numbers, not many companies try to implement changes to improve attrition rates.

But Jerry believes there is one thing that can drastically change this KPI.

That’s engagement.

Take the long way to the break room.

Take extra time each week to connect one-on-one via Zoom/Teams if virtual.

If you can provide a good work environment and engage with agents, then you don’t need to be the highest-paying call center.

This isn’t just Jerry’s opinion, though. He shares studies & results that back up his claims.