Q3 2026 PR Data Drop
Caribbean BPO Attrition Index 2026.
A free public benchmark for 30-day, 90-day, and 12-month attrition across 6 Caribbean countries and 4 program types. Published openly with methodology disclosure. Companion to the Caribbean Nearshore Wage Index 2026.
What this is
The first free public benchmark for Caribbean BPO retention.
Industry-wide BPO attrition is paywalled at the major analyst firms. Free public sources max out at "BPO has 30 to 45 percent attrition" without breakdown by country, program type, or tenure. CFG is publishing the first free dataset that goes deeper.
360 data points
6 Caribbean countries (Jamaica, Trinidad, Belize, Colombia, Saint Lucia, Dominican Republic) by 5 tenure bands (0-30 days, 30-90 days, 90-180 days, 6-12 months, 12+ months) by 4 program types (live transfer, customer support, FNOL or intake, B2B SDR) by 3 metrics (30-day rate, 90-day rate, voluntary versus involuntary split).
Anonymized real data
Numbers come from CFG's internal program data anonymized at the cell level. No single client identifiable, no individual agent identifiable. Methodology section discloses sample size, time window, exclusion rules.
CSV downloadable
The full dataset will be downloadable as CSV under CC BY 4.0 attribution license. Schema.org Dataset markup so it surfaces cleanly in Google Dataset Search and AI Overview contexts.
Working draft data structure
Per-country attrition table (placeholder for Q3 publication).
Cells below show the data structure. Actual numbers populated from CFG production data pull in July 2026. Methodology section will footnote the cohort window and exclusion rules.
| Country | 30-day attrition | 90-day attrition | 12-month attrition | Voluntary share |
|---|---|---|---|---|
| Jamaica | pending | pending | pending | pending |
| Trinidad | pending | pending | pending | pending |
| Belize | pending | pending | pending | pending |
| Colombia | pending | pending | pending | pending |
| Saint Lucia | pending | pending | pending | pending |
| Dominican Republic | pending | pending | pending | pending |
Per-program-type breakdown (live transfer, customer support, FNOL, B2B SDR) will follow the same structure.
Methodology
What we are measuring, and how.
Definitions
30-day attrition: percentage of new hires who separated within 30 days of start date. Calculated as (separations in first 30 days) divided by (total new hires in cohort).
90-day attrition: cumulative percentage who separated within 90 days. Standard contact-center industry benchmark.
12-month attrition: annualized turnover rate using the BLS standard formula. Captures both early-tenure and mature-cohort dynamics.
Voluntary share: percentage of separations that were agent-initiated versus performance-driven removal. Disclosed because BPO buyers ask different questions about each.
Cohort window
Production data from 2025-Q1 through 2026-Q2 (18 months). Provides at least two full annual cycles to smooth seasonal hiring patterns (Medicare AEP August hiring surge, debt collection January enrollments, etc).
Sample size and disclosure
Each country-by-program-by-tenure cell requires at least 50 cohort members to publish. Cells with fewer than 50 will be suppressed and noted as "insufficient cohort" rather than imputed. The total CFG cohort in scope: approximately 3,200 agents across the 18-month window.
Exclusion rules
Agents recruited specifically for short-term project work (under 90 days planned tenure) are excluded. AEP seasonal cohorts are flagged separately and not blended into annualized rates. Performance-driven removals in first 14 days flagged distinctly from agent-initiated quits.
Anonymization rule
No individual client identifiable. No individual agent identifiable. Each cell reflects at least 4 distinct client programs and at least 50 cohort members. Where these thresholds are not met, the cell is suppressed.
Coming Q3 2026
Caribbean Wage Index 2026 is live. Attrition Index 2026 ships September.
In the meantime, the companion dataset (wages across the same 4 countries by 9 BPO roles) is published openly with full methodology.
See the Caribbean Wage Index 2026