Companies estimate that the loss of one customer service employee ranges from $10,000 to $20,000 on the low side to $50,000 to $75,000 on the high side. The loss is even greater for sales people (probably because it is easier to calculate a hard-dollar revenue loss). The estimated loss of a sales person ranges from $20,000 to more than $100,000 in lost revenue alone for a well-established account manager or broker.
Because contact center employee turnover is high and the costs of turnover continues to escalate, it behooves us to periodically re-evaluate the cost of this loss and make appropriate course corrections.
