Average Service Representative Salary	$25,000
Average Annual Turnover Rate	50%
Average Cost Hiring the Wrong Call Center Representative	$650,000 per person*

* According to a recent study on hiring costs at 54 Fortune 1,000 companies, hiring the wrong call center representative often costs nearly 26 times the average salary. The high cost of a mis-hire can be measured partly by salary, bonuses, benefits and recruitment cost. Other critical factors include the employees' bad decisions, errors, disturbed and lost customers, unhappy co-workers, and the time and resources that managers spend on mediocre employees.

Other Relevant Facts . . .

Studies show that the pre-hire screening for required success competencies for call center representatives can reduce first-year turnover by as much as 50%.

Pre-hire testing for specific required skills, attitudes and behaviors has shown as many as 75% of initial applicant pool candidates to be misfits for success profiles of call center representative positions.

SOURCE:  Call Center Magazine, 2001