Contact Centres: Reduce costs – Reduce attrition

Recent research by Contact Babel has shown that HR accounts for 75% of the operational cost of a typical call center. This cost is split mainly between attrition, recruitment and training. While some recruitment and training will always be necessary, there is opportunity for significant cost saving by addressing attrition. Lowering attrition rates will decrease the number of new recruits brought on board to fill vacancies, and in turn lower training costs.


February 9, 2016