3. Cost of losing call center agents


3. Cost of losing call center agents
True or False? According to some experts, losing an agent can cost a call center between $5,000 and $17,000.

a) True
b) False

ANSWER: A

Richard Finnegan, chief client services officer at TalentKeepers, led a session at the ICMI Call Center Demo and Conference in May 2006. Finnegan offered a series of steps to build agent retention, starting with the establishment of a 90-day period to measure agent turnover. He said that losing an agent can cost a contact center between $5,000 and $17,000, and though training is part of that cost, it's not always the largest part.

"The cost to train is coins in the couch compared to lost business and productivity," Finnegan said.

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This was first published in August 2006

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