Onshore CCO FTEs nearly doubled in the past five years, growing from 16% in 2008-2010 to 29% in 2011-2012. To some extent, this growth in onshore staffing is driven by an increased focus on value-added services as part of CCO engagements.
While still the smallest channel base, social media experienced explosive growth of 85-95% in contract inclusion in 2012. The email channel experienced robust growth of 20-25%, and chat grew 15 to 20%, and voice 8-10%. CCO providers and their clients continue working together to determine how to drive optimum value and impact, not only from the social medial channel, but overall channel mix as well.
The total cost impact of attrition varies based on the actual level of overall attrition: costs increase by about 1.3% for every 10% increase in annual attrition rate. The higher per-Customer Service Representative (CSR) cost of attrition, which holds true for contact centers located in both onshore and offshore locations, is driven by the need to maintain a larger infrastructure to support higher attrition rates.
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