2012 Contact Center Agent Salary, Retention & Productivity Report
Empowering contact center excellence for 30 years!

2012 Contact Center Agent Salary, Retention & Productivity Report

Author: ICMI Research

Publisher: ICMI

Number of Pages: 11

Sponsor:

Avaya

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At the start of 2012, ICMI surveyed call center professionals to understand the major drivers of contact center attrition. The research examined agent salaries, contact center attrition goals and tools deployed to improve the agent’s daily work life.


Purchase this report to gain the statistics you need to get executive-level support on these key findings:

  • The cost of agent attrition  
  • Causes of agent attrition 
  • Agent ROI  
  • Tools for improving the agent experience and ROI 
  • Agent rewards 
  • How centers are measuring agent satisfaction 


Here’s a snapshot of what you will learn:

For most call centers, agent workforce is the largest budget item. The cost to hire a new agent ranges from $1,000 – $3,000 for 35.9% of survey respondents, and over $3,000 for 46% of respondents.

 



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