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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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These are extraordinary times, and we, the ICMI team, want to offer a helping hand.
Many contact center professionals are on the front lines of this crisis – handling customer contacts with life changing urgency, managing work-from-home staff, figuring out system stability and accessibility issues and keeping teams sane. Meanwhile, you’re overwhelmed and trying to manage the uncertainty of what each day brings both at work and at home. We know it’s not easy.
As the leader in support, service, and guidance to contact centers, we’re here to help.