Skills CX operations
Attrition early warning
Most "attrition prediction" projects fail in one of two ways: they surveil what they should not (private life, health proxies, social graph), or they produce a list nobody acts on — a risk score with no owner, no intervention, and no feedback loop. Both erode trust and do not reduce leavers.
npx rulebase-skills install cx-attrition-early-warningWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “attrition risk”
- “who might leave”
- “early warning on leavers”
- “retention signals”
- “schedule driving quit rates”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
Signals that are in bounds
These reflect working conditions, not private life.
Step 1: frame the question as population health
Ask: "Where is the organisation creating unnecessary leave risk?" not "Which agents should we worry about?"
Step 2: build a simple signal panel
No black-box model required for most ops teams. For a defined window (e.g. rolling 8 weeks): Voluntary attrition rate by team, tenure band, channel, Mean and variance of occupancy vs agreed target band, Schedule change count per FTE, QA volatility, Optional.
Step 3: test for confounds before blaming managers
Attrition clusters often trace to: Pay or comp change in the same quarter, Site or vendor contract uncertainty, Product incident raising handle time and QA markdowns together, Roster policy change (e.g. new weekend mandate), Selection.
Step 4: turn signals into retention design actions
Every flagged pattern needs an owner and intervention type.
Step 5: governance
Document: Data sources and retention period, No use for performance rating, termination, or comp reduction, Review cycle, Disparate impact check if any scoring is used.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
