Onboarding introduces new hires to the company, and training prepares them to perform the job.
Contact centers make significant investments in new hire training. For example, it costs our 100-seat center $35,244 in new hires’ wages to train seven people for six weeks.
Relying on wages x hours simplifies calculations but underestimates training costs. Figure 3 identifies expenses centers should use when calculating the cost of training.
FIGURE 3: TRAINING EXPENSE CATEGORIES
Cinareo uses direct and indirect expenses from Box 2 below to estimate training costs.
The contact center spends $190.25 per classroom hour to train seven people; $45,660 for a six-week class ($6,523 per person).
Our analysis reveals that hidden expenses add 30% to the cost of training over wage-only estimates [($45,660 – $35,244) / $35,244)].
Contact centers must incorporate direct and indirect expenses to measure the true cost of training. By including direct and indirect expenditures, centers will fully understand their training costs.
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**Excerpt from The Hard and Hidden Costs of Attrition by Mark Alpern and Brent Holland published in December 2022 in the Contact Center Pipeline magazine
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