Why High Agent Turnover Is an Operational Risk — Not an HR Problem
A Story to Start In 2025, a mid-sized BPO partner reached out to CP Spike with an urgent problem: Turnover exceeded 47% Training costs were skyrocketing New hires took 6–8 weeks to become productive QA scores were inconsistent Customer experience fluctuated daily Escalations increased 28% in one quarter Leadership initially blamed recruitment: “We just need […]