Contact Center Costs: The Case for Telecommuting Agents

Contact Center Costs: The Case for Telecommuting Agents


In any contact center, labor costs are typically the largest annual expense component, exceeding 60% of total operational costs. Traditional high turnover rates, leading to additional costs for new hire training and the hidden costs of lower productivity, have amplified the total costs of staffing the contact center on an annual basis.


Read this white paper to learn how you can enhance the attractiveness of employment at your contact center in comparison with other local competitors, enabling you to attract more skilled resources and reduce turnover. Also, explore how establishing a telecommuting or home agent program can be a competitive differentiator, enabling you to:


  • Reduce costs
  • Reduce employee turnover
  • Increase productivity and efficiency
  • Expand labor pool
Avaya Inc.
16 Apr 2008
01 Apr 2008
White Paper
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