In an earlier posting, we revealed information about the
top reasons for employee turnover in 2009. Now
we’ll look at another key finding from our
2009
Contact Center Recruiting and Compensation Survey: the
average cost and rate of attrition in 2009.
The average cost of attrition was $4,284.73 in North America (see
Table 3), which is roughly a 22% decrease from 2008 figures (Note.
The 2008 figures included participants from Manufacturing, which
skewed the overall cost.). As expected, the...
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Recruiting
speed and hiring for quality are two of the biggest challenges
facing firms that employ contact center agents. By quality of hire, we mean the organizational
standard that defines satisfactory job performance. By recruiting speed, we mean how fast the hiring
process can move a candidate from point of contact to an accepted
job offer.
Though the
economic downturn has seen increased unemployment and created more
job candidates seeking work, these challenges still
remain. FurstPerson’s...
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In an earlier posting, we revealed information about the
average
wages for contact center employees in 2009. Now we’ll
look at another key finding from our
2009 Contact Center
Recruiting and Compensation Survey: the top reasons
for employee turnover in 2009.
About 46% of center leaders reported that at least one-half of
their monthly attrition is voluntary (see Figure 2). Nearly 34% of
respondents reported a voluntary attrition rate below 20%. Compared
to 2008 results, 2009 voluntary turnover...
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In a previous post, we revealed information about
contact center hiring projections for
2010. Now we’ll look at another key finding from
our
2009 Contact Center Recruiting and Compensation Survey
average wages for contact center employees in 2009.
Within North America, hourly pay averaged $12.05 across all contact
center roles (see Table 2); those employed in Canada earned more
per hour ($16.29) than those within the United States ($11.59),
which is consistent with 2008 figures. Regardless of...
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What Are Hiring Projections
for 2010?
In an earlier posting, we discussed the most productive sourcing
strategies for 2009. Now we’ll look at another key finding from our
2009 Contact Center Recruiting and Compensation Survey: hiring
projections for 2010.
Despite a reported jump in local unemployment rates of
approximately 19% (from 7.2% to 8.6%) since 2008, nearly 68% of
leaders forecasted their hiring volumes to grow over the next 12
months (see Figure 1). Roughly 31% of respondents expected...
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Productive
Sourcing Strategies from 2009
Recently, FurstPerson published findings from our
2009 Contact Center Recruiting and Compensation Survey, which was
completed by over a hundred contact center leaders from throughout
North America. The benchmarks in this report allow contact centers
to compare current practices against contact centers across the
United States and Canada. The results are intended to help
guide best practices and enable contact centers to identify
opportunities to improve...
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