Reducing training time in the contact centre
Published on: June 07, 2013
Staff turnover has always been a problem in a lot of customer service teams. While the UK average employee turnover rate is approximately 15%, in contact centres it averages around 25%. That means one in four agents leaves every year - although for some contact centres turnover can be as much as 60%.One of the key impacts of staff turnover is increased training costs. On average, new agents receiv...