We’ve all been rooting for the U.S. economy to recover, but as it improves, it’s getting harder to attract and retain agents. In an effort to put “butts in seats,” some companies hire talent who are simply not as talented as they need to be to protect the company’s brand.
According to CareerBuilder, the average cost of a bad hire can range from $25,000 to as much as $50,000. And, the cost to hire and train a new contact center agent is $9,400, according to Response Design. That means a contact center with 100 seats and experiencing 300% attrition has an estimated loss of $2,820,000. Ouch!
It’s easy to see that an applicant intake process that reduces attrition will quickly show a good return on investment, even if your turnover rate isn’t at the 300% mark. So while it can be tempting to fill positions quickly when you’re under pressure to do so, make sure you’re not just hiring, but selecting.