|
The BOTTOM
LINE in Call Center
Excellence!
The
numbers clearly show that TURNOVER has a major
impact on our ability to generate profit! This makes FINDING
and KEEPING the right people a critical step towards business
success. Here is how we help...
| Number of employees |
50 |
100
|
200 |
300 |
500 |
| Average turnover %* |
38%
|
38% |
38% |
38% |
38% |
| Annual turnover of
employees |
19 |
38 |
76 |
114 |
190 |
| Average Cost to
Recruit & Train New Employees*/** |
$6000 |
$6000 |
$6000 |
$6000 |
$6000 |
| Total
cost to Replace Turnover** |
$114,000 |
$228,000 |
$456,000 |
$684,000 |
$1,140,000 |
| BOTTOM LINE savings if turnover reduced
50% |
$57,000 |
$114,000 |
$228,000 |
$342,000 |
$570,000 |
| BOTTOM LINE savings if turnover reduced
75% |
$84,000 |
$168,000 |
$336,000 |
$504,000 |
$840,000 |
* Data provided in study by Jon
Anton, cofounder and director of benchmark research at Purdue University's
Center for Customer-Driven Quality
** Does not include intangible costs such as
reduced productivity of manager/team due to disruption of work or time required
to recruit new employees
back
to Call Center Excellence
|
Facilitation