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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Stan Billue releases his classic Sales Training Series in MP3 Format

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Although recognized as one of the top Telemarketing Sales Trainers in the World, Stan Billue is the first to admit that he is rather slow on adapting to new technologies. Stan stated; “I was probably one of the last professional Speakers to add a Fax Machine, a Computer and then a Cell Phone. I also drug my feet at converting my Audio Series from Cassettes to CDs a few years ago.”


Contactual Partners with Pipkins to Provide Workforce Management to Contact Center Customers 

June 04, 2009

Joint Marketing Partnership Brings Together Best in Class Workforce Management and Hosted Contact Center Software. 

SAN CARLOS, CA, June 04, 2009 /24-7PressRelease/ -- Contactual (, the global leader in on-demand contact center software that empowers customer facing organizations to end customer frustration, and Pipkins, Inc. ( a leading supplier of workforce management software and services to the call center industry, today announced they have joined in a partnership to cross sell technology. This agreement will provide a direct connection for call center managers looking to combine a trusted workforce management system with hosted contact center software.