Attrition Control
Set your attrition rate
All metrics, roadmaps and team actions update instantly.
Weekly Attrition Rate
Enter your current rate or pick from list
%
Quick:
Monthly (compounded)
~14.0%
Annual (compounded)
~83%
BPO Industry Benchmark
30 – 45% / yr
Next Best Action
Your role. Your priorities. Right now.
Tailored actions for every leader on your floor — based on current attrition risk level.
Operations Manager
Own the numbers.
Drive the floor.
Drive the floor.
Immediate Actions This Week
Huddle Points for Daily Briefing
KPI to Watch
HR Business Partner
Retain talent.
Before they decide to leave.
Before they decide to leave.
Immediate Actions This Week
Huddle Points for HR Team
KPI to Watch
WFM Analyst
Schedule precision.
Zero capacity gaps.
Zero capacity gaps.
Immediate Actions This Week
Huddle Points for WFM Stand-Up
KPI to Watch
Quality Assurance Leader
Quality is the mirror.
Attrition is the reflection.
Attrition is the reflection.
Immediate Actions This Week
Huddle Points for QA Team
KPI to Watch
One Team. One Goal.
Reduce attrition by 40–60%
in 6 months.
in 6 months.
Every role on this page has one shared outcome. Here's how each team gets there.
Operations
Run attrition war-room weekly. Own TL accountability. Deliver floor transparency.
Target: weekly attrition below 2.1%
HR
100% exit interview coverage. Retention bonus live. Buddy program active.
Target: 30-day attrition < 5%
WFM
Weekly attrition rate updated every Monday. Shift flexibility enabled. Ramp tracking active.
Target: ramp time < 21 days
QA
Flag quality drops in agents under 90 days. Coaching before corrective. CSAT stabilised.
Target: CSAT +4–5 pts in 6 months
Help & Guide
How to use SharkMetrix.
Everything you need to get full value from this dashboard — step by step, by feature, by role.
Step 1 — Set your attrition rate
Start here. Everything else updates from this number.
1
Calculate last week's rate: (agents who left ÷ total active agents) × 100
2
Type it directly in the large number input box at the top of the page
3
Or use the dropdown to pick a preset value from 0.01% to 99.99%
4
Or tap any Quick select button (0.5%, 1%, 1.5%... 15%) for one-click entry
5
Watch the Risk Banner update — Healthy, Moderate, High, or Critical
Step 2 — Revenue Calculator
Quantify exactly how much attrition is costing you.
1
Click Revenue Calculator tab — it's the first tab below the attrition control
2
Drag the Agents on floor slider to your current headcount (10–2,000)
3
Set Monthly salary per agent — blended average across your floor ($100–$15,000)
4
Set Training cost multiplier — use 2.5x if unsure (industry standard)
5
Set Revenue per agent per month — total billed revenue ÷ active headcount
6
Read the 4 leakage tiles and the 40% / 60% savings cards — these are your business case numbers
Step 3 — Incentive Plan
8 proven retention interventions, ready to deploy.
1
Click the Incentive Plan tab — it slides into view automatically
2
Review all 8 cards — Financial, Career, Culture, Wellbeing
3
Prioritise Retention bonus ladder + 30-day buddy program first — highest impact, lowest cost
4
Use the KPI targets table at the bottom to set your monthly benchmarks
5
Review this tab monthly with your HR Business Partner to track which incentives are live
Step 4 — Project Roadmap
Your personalised recovery plan based on risk level.
1
Click Project Roadmap tab — the plan shown is automatically matched to your risk level
2
Change your attrition rate and the roadmap updates instantly — different risk = different plan
3
Read the alert banner at the top — it tells you how urgently to act
4
Assign a named owner to each phase in your real-world ops meeting
5
Use Success Metrics at the bottom as your weekly war-room agenda
Step 5 — Next Best Action
Role-specific actions for your entire leadership team.
1
Scroll down to the Next Best Action section — or click it in the navbar
2
Find your role card: Ops Manager, HR BP, WFM Analyst, or QA Leader
3
Your Immediate Actions are specific to the current risk level — change attrition rate and they update
4
Use Huddle Points as your talking points for today's daily briefing or stand-up
5
Share the relevant card with your counterpart in each team — screenshot or screen share
Operating cadence
How often each role should use SharkMetrix.
W
Every Monday (WFM): Update attrition rate with actual headcount data. Screenshot leakage metrics for war-room.
W
Monday ops meeting (Ops): Review risk level. Check roadmap phase progress. Flag blockers.
M
Monthly (HR BP): Update all 4 sliders. Review incentive plan. Track KPIs. Update exit data.
Q
Quarterly (Account Mgr): Export leakage figures. Prepare savings narrative for QBR using 40%/60% savings cards.
!
On trigger: If attrition jumps more than 1% in a week — open immediately, check risk level, escalate if HIGH or CRITICAL.
Pro Tips
Get the most from SharkMetrix.
Use real numbers
The more accurate your salary and revenue inputs, the more credible your business case for retention investment. Validate these monthly with Finance.
Update every Monday
Attrition is a weekly signal. Updating once a month means you miss 3 weeks of early warning. Monday morning is the standard cadence.
Screenshot for QBR
Screenshot the savings cards and chart from the Revenue Calculator tab. These are your before/after story for the client QBR slide.
Trust the risk level
If the banner shows CRITICAL, escalate before you finish analysing. In attrition management, speed of response matters more than perfection of plan.
Share by role
Open the Next Best Action section in a team meeting. Each leader reads their own card. This takes 5 minutes and creates instant alignment across functions.
Start with the buddy program
If you can only implement one incentive this week, make it the 30-day buddy program. It costs nothing and targets the 80% of exits that happen in the first 90 days.
FAQ
Frequently asked questions.
Weekly attrition compounds. At 3.5% weekly, you don't lose 14% monthly (4 × 3.5%) — you lose closer to 13–14% because each week's loss reduces the base for the next calculation. Over 52 weeks, this compounds to ~83% annually. This is why weekly attrition feels manageable but the annual number is shocking.
Take your total monthly billed revenue from the client and divide it by your active headcount for that month. If you bill hourly, use: hourly rate × productive hours per agent per month. For inbound voice BPO on typical NA contracts, a common range is $5,000–$12,000 per agent per month depending on contract terms.
These are projections, not actuals. The 40% reduction card shows the savings if you reduce your current attrition rate by 40% — this is the conservative, realistic target for a 4–6 month retention programme. The 60% card is the stretch goal achievable with full implementation of all incentives. Neither is guaranteed — the actual savings depend on execution.
The dashboard runs entirely in the browser and does not save data between sessions. Each person who opens the file sees a fresh version starting at 3.5% weekly attrition with default values. For this reason, designate one person (usually the WFM Analyst) as the owner of the Monday update. Don't have multiple people entering different numbers simultaneously — align on one set of inputs before your weekly meeting.
Set your actual baseline attrition rate, enter your real salary and revenue figures, then screenshot: (1) the leakage tiles showing replacement cost and revenue at risk, (2) the savings cards showing what 40–60% reduction would save, and (3) the Project Roadmap showing your recovery plan. These three screenshots tell a complete story: here is the problem, here is the cost, here is the plan.
Yes — until the rate returns below 5% for two consecutive weeks, treat it as CRITICAL. One-time events that trigger attrition spikes often reveal underlying vulnerabilities that were already present. Follow Phase 1 (diagnosis) regardless of the perceived cause. If the rate recovers quickly, the roadmap will automatically revert to a lighter plan and the diagnosis steps will still have given you valuable insight.