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Retention & Culture Playbook
A practical toolkit to measure agent turnover costs, find where it starts, and hold any outsourcing partner accountable for retention.
Built for CX leaders running support in-house and for buyers evaluating or managing an outsourcing partner.
Time: 45 minutes
Best for: COOs, VPs of Operations, CX leaders, and procurement teams evaluating or managing outsourced support, plus HR and People leaders who use retention as a vendor-selection criterion.
Four tools to cost, fix, and audit retention
Each section gives you a working tool, not just a point of view.
1. The turnover cost calculator
Work line by line with your own numbers to see what one year of turnover costs your program, including the impact on your customers.
2. First-90-day risk checklist
Find the gaps built into an agent's first 13 weeks, from Day 1 setup to the first growth conversation.
3. Four retention pillars self-assessment
Score your operation, or your partner's, on growth, recognition, belonging, and wellbeing, and see where to start.
4. Partner retention audit and KPIs
Seven questions to ask any partner, the evidence to request, and the leading indicators to track in every QBR.
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About this resource
Start with the cost calculator, then follow the path for your role. In-house leaders move to the checklist and self-assessment. Buyers go straight to the partner audit. Revisit it every quarter, alongside your QBR.