Why it’s so expensive
It starts when an employee quits. Finding and training a replacement is just the beginning. It takes six months for the new employee to get his cost per call and CSAT scores in line. But he gets a full salary the whole time. Churn rates run at 40% in captured centers and between 70%-150% in domestic outsourcers. No wonder so many CEOs are telling us it’s a top three concern.
Lack of solutions
The best solution is good management, but that’s hard to keep up at scale in such a cost sensitive environment. Gamification is a start, but the focus on productivity games doesn’t really improve the employee experience. The best solutions will focus on the employees themselves.