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Metrics Section User 1 User 2 User 3 User 4 User 5 User 6 User 7 Avg Variable Name Per Call
Number of Phone FTEs Cost 1 8 99 100 500 1 88 113.86 II.2.5.a Labor Costs
Number of Email FTEs Cost 2 56 859 844 6565 2 888 1316.57 II.2.5.b Hourly Cost per FTE, with Benefits and
Number of Blended FTEs Cost 3 65 78945 659 56 3 8888 12659.86 II.2.5.c Incentives
Annual Cost per FTE, with Benefits and
Number of Agent FTEs Cost 6 129 79903 1603 7121 6 9864 14090.29 CALCULATED: Incentives
Hourly Cost per Supervisor, with Benefits and
II.2.5.a +II.2.5.b + II.2.5.c Incentives
Numer of Incoming Phone Calls per Year(same as 63) Center Classification 100 545 800 900 700 100 1,000 592.14 II.1.7.a Annual Cost per Supervisor, with Benefits and
Typical Part-Time Mix Cost 40.00% Incentives
Hourly Cost per Manager with Benefits and
10.0% 25.0% 84.0% 56.0% 15.0% 10.0% 80.0% II.2.5.d Incentives
Number of Support Staff FTEs Cost 2.0 32.0 5454.0 125.0 21.0 2.0 99.0 819.29 II.2.5.e Annual Cost per Manager with Benefits and
274.43 Incentives
Hourly Cost per QA FTE, with Benefits and
Cost 5.0 322.0 54.0 321.0 215.0 5.0 999.0 II.2.5.f
Incentives
Cost 8.0 659.0 98.0 121.0 651.0 8.0 9999.0 1649.14 II.2.5.g Annual Cost per QA FTE, with Benefits and
123.71 Incentives
Hourly Cost per WFM FTE, with Benefits and
Cost 9.0 45.0 69.0 65.0 658.0 9.0 11.0 II.2.5.h
355.29 Incentives
Annual Cost per WFM FTE, with Benefits and
Cost 6.0 47.0 484.0 985.0 848.0 6.0 111.0 II.2.5.i
Number of Front-Line Supervisor FTEs 343.43 Incentives
Hourly Cost per Escalation FTE, with Benefits
Cost 7.0 588.0 548.0 44.0 99.0 7.0 1111.0 II.2.5.j
Number of Manager FTEs 1281.57 and Incentives
Annual Cost per Escalation FTE, with Benefits
Cost 21.0 659.0 5474.0 2115.0 659.0 21.0 22.0 II.2.5.k
Number of Trainer FTEs 722.86 II.2.5.l and Incentives
Hourly Cost per Admin FTE, with Benefits and
Cost 11.0 89.0 4541.0 121.0 65.0 11.0 222.0
Work Hours per Year 1595 II.2.5.m Incentives
Annual Cost per Admin FTE, with Benefits and
Cost 3 78 5,894 2,121 844 3 2,222
Agent Salary, without Benefits $23.00 $88.00 $598.00 $2,659.00 $484.00 $23.00 $3.00 554 II.2.6.a Incentives
Hourly Cost per IT FTE, with Benefits and
Cost
Average Support Staff Hourly Salaries 2228.57 Incentives
Annual Cost per IT FTE, with Benefits and
Cost $11.00 $100.00 $8,887.00 $6,114.00 $444.00 $11.00 $33.00 II.2.5.e
1546.57 Incentives
Hourly Cost per Trainer, with Benefits and
Cost $33.00 $230.00 $9,978.00 $121.00 $98.00 $33.00 $333.00 II.2.5.f
3471.57 Incentives
Annual Cost per Trainer, with Benefits and
Cost $34.00 $560.00 $9,898.00 $544.00 $9,898.00 $34.00 $3,333.00 II.2.5.g
150 II.2.5.h Incentives
Total Hourly Labor Cost per FTE
Cost
Cost $333.00 $658.00 $548.00 $585.00 $974.00 $333.00 $444.00 553.57 II.2.5.i Total Annual Labor Cost per FTE
Supervisory Salary, without Benefits Cost $45.00 $745.00 $5,844.00 $5,484.00 $484.00 $45.00 $4,444.00 2441.57 II.2.6.g Average Handle Time per Call (in seconds)
Manager Salary, without Benefits Cost $67.00 $515.00 $5,548.00 $5,456.00 $946.00 $67.00 $44.00 1806.14 II.2.6.h Total Hours per Call
Trainer Salary, without Benefits Cost $76.00 $154.00 $9,898.00 $15.00 $56.00 $76.00 $55.00 1475.71 II.2.6.i Total seconds per call adjusted for
Benefit Rate 2% 10% 55% 88% 6% 2% 55% 31.14% II.2.6.j Shrinkage
Total Hours per call attributed to Shrinkage
Cost
Total seconds per call attributed to
Annual Monetary Incentives per Agent FTE $20.00 $45.00 $458.00 $778.00 $988.00 $20.00 $98.00 $343.86 II.2.6.k Adherence
Total Hours per call atrributed to Adherence
Cost
Annual Average Monetary Incentive Support Cost $50.00 $50.00 $47.00 $77.00 $559.00 $50.00 $100.00 $133.29 II.2.6.l Total seconds per call attributed tor
Annual Monetary Incentives per Supervisor FTE $74.00 $74.00 $899.00 $8.00 $5,554.00 $74.00 $200.00 $983.29 II.2.6.m Occupancy
Total Hours per call attributed to
Cost
Annual Monetary Incentives Manager $1.00 $56.00 $874.00 $98.00 $544.00 $1.00 $300.00 $267.71 II.2.6.n Occupancy
Turnover Factor
Cost
Annual Monetary Incentive per Trainer Cost $4.00 $844.00 $658.00 $98,988.00 $544.00 $4.00 $400.00 $14,491.71 II.2.6.o Total seconds per call attributed to
Desktop Cost $14 $455 $484 $874 $165 $14 $500 $358.00 II.2.7.a Turnover
Total Hours per call attributed to Turnover
Cost
Number of Desktops Cost 15 474 568 5458 655 15 600 $1,112.14 II.2.7.b Total Hours per Call adjusted for Productivity
Workstation $1 $565 $156 $5,458 $85 $1 $700 $995.14 II.2.7.c Metrics
(Shrinkage, Adherence, Occupancy, and
Cost
Turnover)
Number of Workstations Cost 5 894 655 548 518 5 800 $489.29 II.2.7.d Total Labor Cost per Transaction (adjusted
Capital Equipment/Systems Costs $88 $784 $123 $44 $515 $88 $900 $363.14 II.2.7.e for Shrinkage)
Total Annual Labor Cost (adjusted for
Cost
Maintenance Costs $99 $456 $321 $444 $5,518 $99 $100 $1,005.29 II.2.7.f Shrinkage)
Cost
Telecom Rate (Inbound) Cost $2.00 $1.00 $0.50 $4,444.00 $151.00 $2.00 $200.00 $685.79 II.2.7.g Per Call
Annual Facility Costs Cost $2,000 $20,000 $546 $8,777 $51 $2,000 $200 $4,796.29 II.2.7.h Capital/ IT Costs
Other Direct Overhead Costs Cost $500 $1,548 $515 $9,898 $51,659 $500 $320 $9,277.14 II.2.7.i Annual Desktop Cost
Total Number of Front line staff Annual Workstation Cost
Annual Capital Equipment/Systems Cost
Metrics User 1 User 2 User 3 User 4 User 5 User 6 User 7 Avg Annual Maintance Costs
Average Speed to Answer Productivity 5 15 788 98 5 5 5 131.57 II.3.1.a Total Annual Capital/ IT Cost
Average After-Call/ Wrap Time Productivity 4 568 879 955 15 4 4 347 II.3.1.b Total hours per transaction
Average Talk Time Productivity 3 2545 495 544 81 3 3 524.86 II.3.1.c Total annual hours for transaction
Average Handle Time Productivity 7 3113 1374 1499 96 7 7 871.86 CALCULATED Total Capital/IT Cost per Call
(II.3.1.b+II.3.1.c)
Shrinkage: Base Frontline Staff FTEs Productivity 2 518 464 959 151 2 2 299.71 II.3.1.f
Shrinkage: Vacation FTEs Productivity 6 215 4164 565 5151 6 6 1444.71 II.3.1.g
Shrinkage: Sick FTEs Productivity 8 659 659 95 8 8 8 206.43 II.3.1.h Per Call
Shrinkage: Unplanned Absent Productivity 9 2656 565 49 8948 9 9 1749.29 II.3.1.i Overhead Costs
Shrinkage: Ongoing Training Productivity 14 659 46459 1 898 14 14 6865.57 II.3.1.j Annual Facility Cost
Shrinkage: Project Work Productivity 1 5454 1465 995 98 1 1 1145 II.3.1.k Other Overhead
Shrinkage Productivity 20.00 19.62 115.90 2.78 101.02 20.00 20.00 42.76 CALCULATED Total Annual Overhead Costs
(II.3.1.f + II.3.1.g + II.3.1.h + II.3.1.i +
II.3.1.j + II.3.1.k)/II.3.1.f
Adherence/ Schedule Compliance % Productivity 1% 45% 84% 54% 89% 1% 1% 39.29% II.3.1.l Total hours per transaction
Occupancy Productivity 50% 47% 32% 48% 77% 50% 50% 50.57% II.3.1.m Total annual hours for transaction
Turnover Cost 23% 66% 15% 47% 48% 23% 23% 35.00% II.2.5.n Average Overhead Cost per Incoming Call
Annual New Hire Training Hours Productivity 1 56 54 844 654 1 1 230.14 II.3.3.a
Average Email Handle Time Productivity 5 48 84 484 654 5 5 183.57 Per Call
Number of Inbound Phone Contacts Center Classification 100 545 800 900 700 100 1000 592.14 Telecom Costs
Number of Inbound Email Contacts Center Classification 200 845 1550 1000 1500 200 12000 2470.71 Cost per Minute
(inbound)
In house Spendings 2007 Cost 1000 545 4544 989898 6000 1000 1000 143426.71 Total # Annual Incoming Calls
In house Spendings 2008 Cost 2000 4544 6590 555454 7000 2000 2000 82798.29 Average Talk Time
In house Spendings 2009 Cost 3000 1888 2000 54544 8550 3000 3000 10854.57 Average Telecom Cost per Incoming Call
In house Spendings 2007 (calculated)(slide 8) Cost 1000 545 4544 989898 6000 1000 1000 143426.71
In house Spendings 2008 (calculated)(slide 8) Cost 200 833.76 145.03 56.11 116.67 200 200 57.73 TOTAL COST PER CALL
In house Spendings 2009 (calculated)(slide 8) Cost 300 346.42 44.01 5.51 142.5 300 300 7.57
User 1 User 2 User 3 User 4 User 5 User 6 User 7 Avg Calculation
30.13 97.38 926.98 4,999.29 514.21 30.13 4.69 726.75 II.2.6.a*(1+II.2.6.j)+(II.2.6.k / II.2.5.m)
$90 $7,595 $5,463,607 $10,603,487 $433,994 $90 $10,430 $1,159,161 M5 * II.2.5.m
70.57 820.45 9,058.35 10,309.92 519.62 70.57 6,888.29 3,202.56 II.2.6.g*(1+II.2.6.j)+(II.2.6.m / II.2.5.m)
Average
Shrinkage
Section User1 User2 User3 User4
Total Hourly Labor Cost per FTE Auto-Populate $82.56 $552.95 $2,832.27 $5,991.69
Average Handle Time Auto-Populate 7 3113 1374 1499
Annual Work Hours Auto-Populate 3 78 5894 2121
Shrinkage Factor Auto-Populate 20.00 19.62 115.90 2.78
Occupancy Auto-Populate 50% 47% 32% 48%
Schedule Adherence Auto-Populate 1% 45% 84% 54%
Turn Over Rate Auto-Populate 23% 66% 15% 47%
New Hire Training Auto-Populate 1 56 54 844
Average Handle Time Auto-Populate 7 3113 1374 1499
Annual work hours Auto-Populate 3 78 5894 2121
(1-v6)*(v2/3600)
M8*v1
((v7*(v8/v10))*v2)/3600
M10*v1
Formula
v1*(v11/3600)
M16*v1
(v11/3600)*(v4-1)
(1-v6)*(v11/3600)
M17*v1
(1-v5)*(v11/3600)
M19*v1
((v7*(v8/v10))*v11)/3600
M21*v1
Formula
M3*v12
M5*v12
M9*v12
M7*v12
M11*v12
M14*v13
M15*v13
M18*v13
M20*v13
M22*v13
(N27+N28+N29+N30+N31)
(N33+N34+N35+N36+N37)
(N39+N40)
M27/M43
M33/M43
(M28+M34)/M43
(M29+M35)/M43
(M30+M36)/M43
(M31+M37)/M43
Section User1
Total FTE's 75
Frontline Staff Wages Auto Populate $23.00
Benefit Rate Auto Populate 2%
Average CSR Incentives Auto Populate $20.00
Work Hours per Year Auto Populate 3
Number of CSRs Auto Populate 6
CS
RG
CR
and Strategy Breakdowns
Overall FTE Size, Customer Base, and Region Breakdo
0-100 FTEs 50
101-500 FTEs 25
501-1000 FTEs
1000-more FTEs
B2B
B2C
North America
Europe
Asia
er Base, and Region Breakdowns