Cinareo Solutions Inc.
The Hard and Hidden Costs of Attrition in Contact Centers
Agent attrition is arguably the most significant unwanted expense in the contact center industry. Yet, few executives know attrition’s monetary impact because most estimates exclude its hidden and indirect costs, causing an underestimate of $6,000 to $10,000 per agent.
Miscalculating attrition-related costs creates a false sense of security that undermines decision-making and capacity planning. In this session, we will separate fact from fiction by discussing six widely-held myths about the cost of attrition. Attendees will learn a more accurate way to calculate their center’s hiring, training, nesting, and attrition expenses.