Definition
The rate at which agents leave a team or company over a given period, usually reported monthly or annually.
Cite this definition
"Attrition", Infusion Business Intelligence Glossary, https://www.infusionbi.com/glossary/Attrition
Business Importance
High attrition erodes product knowledge and drives up training cost — dedicated agent pods (as opposed to shared pools) are specifically structured to lower attrition through stronger brand and account context.
Industry Examples
A delivery center reporting 3% monthly attrition on a dedicated client pod versus a higher rate on shared, generalist queues.
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