How to Measure the Costs of Call Center Employee Turnover Part V: The Halfway House and Leakage

Tuesday, June 28, 2016 Employee Turnover, Agent Attrition, Costs and Measurement

call center leakage

In Part I of this series, I insulted my potential client base by claiming that call center executives’ estimates of the costs of employee turnover are as random and dangerous as drunk darts. Hopefully they have a good sense of humor. In Part II, I showed how to segment the stages of attrition and calculate […]

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How to Measure the Costs of Call Center Employee Turnover, Part IV: Training and Leakage

Wednesday, June 22, 2016 Employee Turnover, Agent Attrition, Costs and Measurement

call center training

In Part I of this series, I said call center executives’ estimates of the costs of employee turnover are as random and dangerous as drunk darts. In Part II, I showed how to segment the stages of attrition and calculate the employee turnover rate. In Part III, I detailed the costs associated with separation and […]

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How to Measure the Costs of Call Center Employee Turnover Part III: Hiring Costs

call center hiring

Everyone knows that employee turnover is expensive. But, as I wrote in the first installment of this series, I have learned that executives’ estimation of the costs are as random and dangerous as drunk darts. Without knowing the real savings from agent retention, call center managers have no idea how much to spend to prevent […]

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How to Measure the Costs of Call Center Employee Turnover Part II: Defining and Segmenting

Saturday, June 18, 2016 Employee Turnover, Agent Attrition, Costs and Measurement

defining call center turnover

  Call Center Executives Playing Drunk Darts I recently wrote about call center executives’ attempts to measure the cost of employee turnover. I may have said publicly that they might as well generate their estimates by playing drunk darts. I argued that the mismeasurement stems from two problems: There are no generally recognized standards for […]

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How to Measure the Costs of Call Center Employee Turnover Part I: Inebriated Executives

Thursday, June 16, 2016 Employee Turnover, Agent Attrition, Costs and Measurement

call center turnover cost

Call Center Managers Rarely Know the Actual Cost of Employee Attrition As the CEO of a company that helps contact centers reduce employee turnover, I have a lot of conversations with executives about the cost of employee turnover. Their estimates are as random and dangerous as a game of drunk darts. A Data Driven Industry? […]

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