Recruitment and Onboarding: Overlooked Opportunities for Savings

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Labor accounts for between 65% and 75% of the ongoing costs of running a contact center. But turnover is so appallingly high that much of that money spent is wasted on repeated efforts to find and train people who aren't right in the first place. End users need to spend more effort focusing on the front-end of the agent lifecycle, using tools and services that better screen candidates for call center work. Not only can better recruitment and onboarding reduce turnover, but they can also have a solid impact on training costs and customer satisfaction. This insight will discuss some of the ways that contact centers can leverage improved technologies to reduce the negative impact that turnover has on operations.

Table of Contents

Recruitment and Onboarding: Overlooked Opportunities for SavingsRecruitment and Onboarding: Overlooked Opportunities for SavingsIntroductionThe ProblemThe Lifecycle of an AgentFixing the Entry PointBetter OnboardingThe Take-AwayFrost & Sullivan Award for Recruitment and Onboarding Tools in Contact CentersAward Recipient




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