How Attrition affects a good team.

Come this Monday, six QA analysts are leaving the team and go back to taking calls as agents.

I came to work yesterday with high and positive spirits but this was changed in an instant when I heard from my team mates that six of our analysts are going back to being call center agents.

Agent attrition is the reason for this. We hired QA's because the site is expanding, hiring more agents to answer calls but everything that started has to end. They stopped hiring but agents are leaving. Therefore, QA department must align the number of QA's to the number of agents (QA to agent ratio) and the result is six analysts, weeks away from getting regularized, will go back to being agents.

Sad to say, prior to this, we let go of two already and in few weeks from now, we are letting go more.

Cruel as it may sound but this is all Business. That's what they do and that's how they do it. Too bad, good fruits were harvested prematurely.