Complete this form to determine your true attrition costs.
All costs of separating the old agent, finding the new one, hiring, and training costs, including salary during training. Typically $5000 for a $10 an hour, North American agent, with four weeks of training.
Freshly minted agents are less productive (usually for around six months, during the "productivity ramp"). This means many of your dollars are spent on learning, not productivity, during this period. How much in lost wages? Usually 40% of the replacement cost.
Another cost of a greener workforce is that you have to hire extra staff to cover the required number of calls. For a typical productivity ramp, every extra percentage point of monthly attrition requires that you hire 1% more agents for the year. So in a center with 500 people and a 5% monthly attrition rate, with 1.5% being the ideal rate, you could have 17 fewer employees all year long. This typically adds about 60% to the "Agent Replacement Costs." For the above, for each percentage point you save monthly attrition, how many fewer workers could you have on staff?
Wages, benefits, taxes, marginal overhead.
Your ideal annual attrition rate
Your Total Attrition Costs:
Your Wasted Attrition Costs:
Happy Contact Center Agents Equal Happy Customers
Improving Customer Service And Support By Reducing Contact Center Agent Stress And Attrition
Retaining Employees and Their Sanity!
Management Technology 2.0: Can MIT Research Results Impact Turnover?
Tenacity is the only product on the market that is proven to actually reduce employee turnover.
Find out if your company is a candidate for Tenacity.