Costs of turnover

High staff turnover is a common problem for most call centers. It leads to reducing quality, increasing recruitment and training costs, and reducing the marketability of a call center operation.

In order to fully understand the total cost of turnover you should track such expenses as:

  • the costs of advertising and maintaining the HR team;
  • the costs of interviewing and assessments;
  • training costs, which include the wages of the trainer along with other allied expense, and the wages being paid to the new recruit while he or she was only partially productive;
  • the cost of the supervisor's and other co-workers' time used by the new recruits.

There are also some significant but hard to quantify expenses, such as:

  • the cost of lost opportunities; high-paying buyers of call center services avoid suppliers that suffer from high turnover rates;
  • the impact on productivity caused by the lowered employee morale as a direct consequence of high turnover rates;
  • decreased customer satisfaction as a result of lowered morale combined with inexperienced agents.
 

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