CEO Eric Johnson discusses the unique challenges the security industry faces in fighting attrition; including identifying two different types of churn. One of the challenges in attacking attrition in the Security industry is agreeing on a definition for attrition. There are basically two types of Churn commonly mentioned: 1) Gross Attrition and 2) Net Attrition.
Managers think call center agents leave because they are unhappy with their income. AnswerOn has found that money doesn’t matter as much as you might think. CEO Eric Johnson outlines the leading causes of agent attrition.