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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:
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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