In Technology Helps Cut Churn By Bruce McCracken (CRM Buyer, 07/22/04), Elio Evangelista, senior analyst for research and consulting firm Cutting Edge Information, offers hard figures on the use of telework in call centers.

recruitment and retention:

'Companies spend up to $15,000 to add a new call center agent to their staff, with an average retention of six months and a 40 percent annual churn. In comparison, a virtual-contact center using telecommuting customer service agents can provide high quality personnel with an annual turnover rate at or below 10 percent.'

For employees:

'The savings alone in the expenses of commuting to work translates to a "$4,000 annual pay increase," not to mention the time saved in travel, he said.'

On real estate savings:

'Costs inherent in a brick and mortar call center are greatly alleviated when agents telecommute, with savings reportedly translating up to 30 percent.' Adding that 'the flexibility for businesses that have seasonal fluctuations magnifies the financial benefits. "If you have to expand the call center, expanding the building is not your best option," he said.'

5:32:43 PM