July 25, 2013

What is Your Cost of Turnover? and why you should know it

Do you know what your true cost of turnover is? When I ask this question to groups of call center managers, few raise their hands. Yet it is important to know how much it costs to recruit, on-board and train agents for two main economic reasons: a) turnover often has a major negative impact on the center’s costs; b) knowing your cost of turnover can help you get approval for upgrades you need to make in the areas of recruiting, hiring, agent satisfaction, agent dashboards, etc.

Costs you should include in your calculation are:
  • Advertising in all the various media you utilize
  • Initial screening for candidates, including the people who review submissions, the technology used to test applicants’ skills and aptitude, and the costs of telephone interviews to determine their phone presence
  • Final selection processes, including scheduling and conducting in-person interviews, realistic job previews, background and reference checks, etc.
  • Training costs, including salary and benefits paid to new hires during training, allocated trainer costs, costs of training facilities and technology, as well as costs of on-demand training programs.
  • Transition or “nesting”, including expert help needed during this phase
  • You can also estimate a cost for getting to full competence, which often takes a year or more.

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