What is Agent Attrition?

Agent attrition is the rate at which contact-centre agents leave their roles, usually expressed as an annual percentage. In BPOs and call centres it is notoriously high — often 30–45% a year, and sometimes far more — making it one of the industry’s biggest cost drivers.

Each departure carries recruitment, onboarding, training and lost-productivity costs that can run into thousands per agent. Early-warning signals — declining QA scores, rising volatility, disengagement — often precede a resignation.

QUALICORE includes predictive agent-risk analytics that flag flight-risk agents from their performance trajectory, so leaders can intervene before they lose good people.