Contact Center Costs: The Case for Telecommuting Agents
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Overview: In any contact center, labor costs are the largest annual expenditure component, exceeding 60% of total operational costs. Traditional high turnover rates, leading to additional costs for new hire training and hidden costs of lower productivity, have augmented the total costs of staffing the contact center on an annual basis. Enhancing the attractiveness of employment at the contact center in comparison with other local competitors enables to attract more skilled resources and reduce turnover and allows limiting the need for salary increase. This white paper looks at how establishing a telecommuting or home agent program is a competitive differentiator.