Tracking customer churn rates in e-commerce can help companies develop strategies to enhance and retain customers, thereby lowering costs typically associated with onboarding new customers.The terms employee churn and employee attrition are used interchangeably but are technically different.According to various studies, it costs five to seven times as much to attract new customers than it does to retain current customers.Current customers are far more likely to buy products than new customers; a commonly used metric puts the odds at 60% to 70% of selling to a current customer versus just a 5% to 20% probability for a new customer.Gain a deep understanding of business performance with rich, actionable insights.
For example, if a company has 1,000 employees at the start of a quarter and 800 at the end of the quarter, you would divide 200 by 1,000 to determine the employee churn rate to be 20%.
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The average contact center, for example, has an annual employee attrition rate as high as 40% and the total cost of replacing an employee ranges from ,000 to ,000, according to reports published by the International Customer Management Institute.
To closely track employee churn, some contact centers divide turnover into subcategories such as part-time and full-time; unplanned and planned turnover, such as retirement; and voluntary or involuntary.