Call centers are often plagued by high turnover. Industry attrition rates have been measured between 30 and 45%. By comparison, the BLS estimates the 2016 average employee turnover rate for all industries in the United States was 15.1%. Despite oering more competitive pay and benefits than their nearest rivals, Silverback Networks still experiences a higher attrition rate than they would like, which forces them to reallocate time and energy from service to recruitment. According to a report by Equifax Workforce Solutions, more than 40% of turnover happens within the first month, and another 10% or more leave before their first anniversary. Silverback wants to break this pattern. Between costs associated with recruiting and training, fast-paced turnover is expensive and unsus

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