A3analytics

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_ Below is a high level outline of our proposed framework that is designed to identify and measure Agent Attrition and Absenteeism risks. Agent

characteristics category variables, which may pose risks, including Firm/Contact Center Characteristics, Contact Center Setting, Work force

Characteristics, and Benefit Practices. This report focuses on the Response component below.

Establish an enterprise-wide classification of terms and corresponding definitions relating to Agent Attrition and Absenteeism.

Definition Population Measurement Threshold Response

Identify high level Agent and Call Center population variables and define filters associated with them.

Develop measurement

criteria.

.

Define thresholds that would trigger a response when

breached, indicating high

attrition or absenteeism

risk.

Develop reports and dashboards and monitoring, escalation and response protocols to identify and respond to threshold breach.

Call Center Variables / Domains

Measurement Criteria

• Agent Attrition Risk

• Agent Absenteeism

Risk

Taxonomy

Ou

tpu

tE

lem

en

tD

escri

pti

on

Risk Tolerance

Thresholds & KRIs

Measurement

Scenarios

Agent & Call Center

Population Variables

Reports &

Dashboards

High Level Framework Design

Identify Risk

Tolerance

thresholds

Establish

monitoring,

escalation,

and

response

protocols

• Total Agent

attrition by period

• Total Absenteeism

attrition period

1. Call Center Characteristics

2. Call Center Setting / Geography

3. Workforce

Characteristics

4. Benefits Practices

* = Applies to Attrition assessment only

Establish Key

Risk Indicators

(KRIs) using

baselining or

benchmarking

techniques

Develop measures,

and measurement

scenarios

associated with

Call Center

Variables / Filters

Filters

Size

Industry sector

Site Setting

Location

Unemployment Rate

Average Age

Gender

Agent Attributes

Benefit type

• Site Setting (Urban / Rural)

• City

• State

• Country

• Unemployment Rate

• Call Center Name

• Number of Agents

• Industry Type

• Client Name

• Agents

• Average Age

• Gender

(Male/Female/Undisclosed)

• Trainer

• Manager

• Resignations*

• Terminations*

• Health Benefit ( Yes / No)

• Pension Plan (Yes / No)

• Vacation Pay (Yes / No)

Framework Design Overview

Subsets