Whole-life cost model

Type	Magazine Article
Author(s)	Citex
Publication year	1999
URL (web address)	Not available
Notes	ID: CITEX1999; Presents whole life cost models for two call centres and argues the criticality of extending the average staff retention period so that training/recruitment costs are spread. Actual staff retention is not however given for the two centres described; rather it is calculated based on actual operating costs and the cost of a 16 week training programme (stated as a requirement of the banking industry from which the examples are taken).
Publication	Building
Issue	July
Start page	73
End page	79
Relevance to practice	Medium
Ease of application	Medium
Stage of application	Design; Operate
Evidence base	Fair
Readability	High

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