of the hourly customer care workforce is at risk.
of employees are passively seeking new jobs or willing to consider a different job opportunity.
of employees are actively seeking new jobs.
Calculate Your Cost of Turnover
Struggling with the economics of increasing pay rates? We’ve created the following calculator to help put numbers to this common problem. Simply answer a few questions and we’ll do the work for you.
Where are Turnover Trends Headed?
Total of 61%
2. What is your average hourly pay rate:
3. What is your average percentage (%) of annual turnover:
Employers who rely on hourly customer care workers need to find ways to meet their growing expectations or run the risk of increased turnover in today's historically low unemployment market.
1. How many hourly customer care employees do you have:
In our 2019 Voice of the Hourly Worker survey, employees indicated turnover rates could climb higher.
2019 Voice of the Hourly Worker: Customer Care Insghts
Customer Care Turnover by the Numbers
Answer three simple questions to find out what customer care employee turnover is costing your company.
Turnover Calculation Source: Cost per employee is calculated at 16% of FTE annual salary for frontline production workers based on a meta-analysis of 30 case studies in 11 research papers published between 1992 and 2007 conducted by the Center for American Progress
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For recommendations on how to retain your hourly workforce or to learn more, visit:
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The Hourly Pay Raise You Could Provide if Turnover Dollars Were Allocated to Pay Increases Instead
Your Annual Cost of Turnover
The annual cost of turnover is determined using the cost per employee calculated at 16% of FTE annual salary for front-line, production workers based on a meta-analysis of 30 case studies and research papers published between 1992 and 2007 conducted by the Center of American Progress.
If those same dollars, or a portion of those dollars, was allocated to pay increases for those existing workers, it would help retain knowledge, increase employee morale, and maintain consistent levels of productivity.