🇦🇺Australia

High Staff Attrition Costs

2 verified sources

Definition

Australian call centres experience average attrition of 27% in 2024, rising to over 43% in centres with 500+ seats, driving repeated recruitment costs.

Key Findings

  • Financial Impact: AUD 50,000 - 150,000 per year per 50 agents (recruitment, training, lost productivity at 3x annual salary per turnover)
  • Frequency: Ongoing, measured quarterly
  • Root Cause: Manual tracking misses predictive signals like engagement drops, delaying interventions

Why This Matters

The Pitch: Australian call centre operators waste AUD 100,000+ annually per 50 seats on attrition-related hiring. Automation of attrition tracking and pipeline management cuts turnover by 20-30%.

Affected Stakeholders

HR Managers, Call Centre Managers, Operations Directors

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Financial Impact

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Current Workarounds

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Methodology & Sources

Data collected via OSINT from regulatory filings, industry audits, and verified case studies.

Evidence Sources:

Related Business Risks

Recruitment Pipeline Bottlenecks

AUD 2,000 - 5,000 per vacant seat per month (lost billable hours at 80% occupancy target)

Superannuation Guarantee Shortfalls

AUD 200 per employee per missed quarter + 200% SG Charge interest (min AUD 5,000 per incident)

Incentive Calculation Overtime Costs

AUD 5,000-10,000/month in overtime for mid-sized centres (based on 20-40 hours at AUD 50/hour)

Agent Incentive Fraud Losses

1-3% of annual payroll (AUD 50,000+ for 100-agent centre at AUD 60k avg salary)

Poor Hiring from Faulty Performance Data

AUD 15,000-25,000 per agent turnover (recruitment + training + lost productivity)

Customer Compensation from Incentive Misalignments

2-5% of revenue in refunds/churn (AUD 100,000+ annually for AUD 5M centre)

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