Inputs

Calculated Outputs

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

Number of Blended FTEs

Cost

3

65

78945

659

56

3

8888

12659.86

II.2.5.c

Hourly Cost per FTE, with Benefits and
Incentives
Annual Cost per FTE, with Benefits and

Number of Agent FTEs

Cost

6

129

79903

1603

7121

6

9864

14090.29

CALCULATED:
II.2.5.a +II.2.5.b + II.2.5.c

Incentives
Hourly Cost per Supervisor, with Benefits and
Incentives

Numer of Incoming Phone Calls per Year(same as 63)

Center Classification

II.1.7.a

Typical Part-Time Mix

Cost

Annual Cost per Supervisor, with Benefits and
Incentives
Hourly Cost per Manager with Benefits and

Number of Support Staff FTEs

Cost
Cost
Cost
Cost
Cost
Cost
Cost
Cost
Cost
Cost
Cost
Cost
Cost
Cost

Number of Front-Line Supervisor FTEs
Number of Manager FTEs
Number of Trainer FTEs
Work Hours per Year
Agent Salary, without Benefits
Average Support Staff Hourly Salaries

Supervisory Salary, without Benefits
Manager Salary, without Benefits
Trainer Salary, without Benefits
Benefit Rate
Annual Monetary Incentives per Agent FTE
Annual Average Monetary Incentive Support
Annual Monetary Incentives per Supervisor FTE
Annual Monetary Incentives Manager
Annual Monetary Incentive per Trainer
Desktop Cost
Number of Desktops
Workstation
Number of Workstations
Capital Equipment/Systems Costs
Maintenance Costs
Telecom Rate (Inbound)
Annual Facility Costs
Other Direct Overhead Costs

Cost
Cost
Cost
Cost
Cost
Cost
Cost
Cost
Cost
Cost
Cost
Cost
Cost
Cost
Cost
Cost
Cost
Cost
Cost

100

545

800

900

700

100

1,000

10.0%

25.0%

84.0%

56.0%

15.0%

10.0%

80.0%

2.0

32.0

5454.0

125.0

21.0

2.0

99.0

5.0

322.0

54.0

321.0

215.0

5.0

8.0

659.0

98.0

121.0

651.0

9.0

45.0

69.0

65.0

658.0

6.0

47.0

484.0

985.0

7.0

588.0

548.0

21.0

659.0

11.0

89.0

3
$23.00

592.14
40.00%

II.2.5.d
II.2.5.e

999.0

819.29
274.43

8.0

9999.0

1649.14

II.2.5.g

9.0

11.0

123.71

II.2.5.h

848.0

6.0

111.0

355.29

II.2.5.i

44.0

99.0

7.0

1111.0

343.43

II.2.5.j

5474.0

2115.0

659.0

21.0

22.0

1281.57

II.2.5.k

4541.0

121.0

65.0

11.0

222.0

722.86

II.2.5.l

78
$88.00

5,894
$598.00

2,121
$2,659.00

844
$484.00

3
$23.00

2,222
$3.00

1595
554

II.2.5.m
II.2.6.a

$11.00

$100.00

$8,887.00

$6,114.00

$444.00

$11.00

$33.00

2228.57

II.2.5.e

$33.00

$230.00

$9,978.00

$121.00

$98.00

$33.00

$333.00

1546.57

II.2.5.f

$34.00

$560.00

$9,898.00

$544.00

$9,898.00

$34.00

$3,333.00

3471.57

II.2.5.g
II.2.5.h

150
$22.00

$214.00

$333.00

$658.00

$45.00

$745.00

$67.00

$515.00

$76.00
2%

$145.00

II.2.5.f

Incentives

Annual Cost per Manager with Benefits and
Incentives
Hourly Cost per QA FTE, with Benefits and
Incentives
Annual Cost per QA FTE, with Benefits and
Incentives
Hourly Cost per WFM FTE, with Benefits and

Incentives
Annual Cost per WFM FTE, with Benefits and
Incentives
Hourly Cost per Escalation FTE, with Benefits
and
Incentives
Annual
Cost per Escalation FTE, with Benefits
and
Incentives
Hourly
Cost per Admin FTE, with Benefits and

Incentives
Annual Cost per Admin FTE, with Benefits and
Incentives
Hourly Cost per IT FTE, with Benefits and
Incentives
Annual Cost per IT FTE, with Benefits and
Incentives
Hourly Cost per Trainer, with Benefits and
Incentives
Annual Cost per Trainer, with Benefits and
Incentives
Total Hourly Labor Cost per FTE

$545.00

$98.00

$22.00

$4.00

$548.00

$585.00

$974.00

$333.00

$444.00

553.57

II.2.5.i

Total Annual Labor Cost per FTE

$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)

$5,548.00

$5,456.00

$946.00

$67.00

$44.00

1806.14

II.2.6.h

Total Hours per Call

$154.00

$9,898.00

$15.00

$56.00

$76.00

$55.00

1475.71

II.2.6.i

10%

55%

88%

6%

2%

55%

31.14%

II.2.6.j

Total seconds per call adjusted for
Shrinkage
Total Hours per call attributed to Shrinkage
Total seconds per call attributed to
Adherence
Total
Hours per call atrributed to Adherence

$20.00

$45.00

$458.00

$778.00

$988.00

$20.00

$98.00

$343.86

II.2.6.k

$50.00

$50.00

$47.00

$77.00

$559.00

$50.00

$100.00

$133.29

II.2.6.l

$74.00

$74.00

$899.00

$8.00

$5,554.00

$74.00

$200.00

$983.29

II.2.6.m

Total seconds per call attributed tor
Occupancy
Total
Hours per call attributed to

$1.00

$56.00

$874.00

$98.00

$544.00

$1.00

$300.00

$267.71

II.2.6.n

Occupancy
Turnover Factor

$4.00

$844.00

$658.00

$98,988.00

$544.00

$4.00

$400.00

$14,491.71

II.2.6.o

$358.00

II.2.7.a

Total seconds per call attributed to
Turnover
Total Hours per call attributed to Turnover

$14

$455

$484

$874

$165

$14

$500

15

474

568

5458

655

15

600

$1,112.14

II.2.7.b

$1

$565

$156

$5,458

$85

$1

$700

$995.14

II.2.7.c

Total Hours per Call adjusted for Productivity
Metrics
(Shrinkage, Adherence, Occupancy, and

5

894

655

548

518

5

800

$489.29

II.2.7.d

$88

$784

$123

$44

$515

$88

$900

$363.14

II.2.7.e

Turnover)
Total Labor Cost per Transaction (adjusted
for
Shrinkage)
Total
Annual Labor Cost (adjusted for

$99

$456

$321

$444

$5,518

$99

$100

$1,005.29

II.2.7.f

Shrinkage)

$2.00
$2,000

$1.00
$20,000

$0.50
$546

$4,444.00
$8,777

$151.00
$51

$2.00
$2,000

$200.00
$200

$685.79
$4,796.29

II.2.7.g
II.2.7.h

Per Call
Capital/ IT Costs

$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
Average Speed to Answer
Average After-Call/ Wrap Time
Average Talk Time
Average Handle Time
Shrinkage: Base Frontline Staff FTEs
Shrinkage: Vacation FTEs
Shrinkage: Sick FTEs
Shrinkage: Unplanned Absent
Shrinkage: Ongoing Training
Shrinkage: Project Work
Shrinkage

Adherence/ Schedule Compliance %
Occupancy
Turnover
Annual New Hire Training Hours

User 1

User 2

User 3

User 4

User 5

User 6

User 7

Annual Maintance Costs

Avg

Productivity
Productivity
Productivity
Productivity

5

15

788

98

5

5

5

131.57

II.3.1.a

Total Annual Capital/ IT Cost

4

568

879

955

15

4

4

347

II.3.1.b

Total hours per transaction

3

2545

495

544

81

3

3

524.86

II.3.1.c

Total annual hours for transaction

7

3113

1374

1499

96

7

7

871.86

CALCULATED
(II.3.1.b+II.3.1.c)

Productivity
Productivity
Productivity
Productivity
Productivity
Productivity
Productivity

2
6

518
215

464
4164

959
565

151
5151

2
6

2
6

299.71
1444.71

II.3.1.f
II.3.1.g

Productivity
Productivity
Cost
Productivity

8

Total Capital/IT Cost per Call

8

659

659

95

8

8

206.43

II.3.1.h

9

2656

565

49

8948

9

9

1749.29

II.3.1.i

Per Call
Overhead Costs

14

659

46459

1

898

14

14

6865.57

II.3.1.j

Annual Facility Cost

1

5454

1465

995

98

1

1

1145

II.3.1.k

Other Overhead

20.00

19.62

115.90

2.78

101.02

20.00

20.00

42.76

CALCULATED
(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

Total Annual Overhead Costs

1%

45%

84%

54%

89%

1%

1%

39.29%

II.3.1.l

50%

47%

32%

48%

77%

50%

50%

50.57%

II.3.1.m

Total hours per transaction
Total annual hours for transaction

23%
1

66%
56

15%
54

47%
844

48%
654

23%
1

23%
1

35.00%
230.14

II.2.5.n
II.3.3.a

Average Overhead Cost per Incoming Call

Average Email Handle Time

Productivity

5

48

84

484

654

5

5

183.57

Per Call

Number of Inbound Phone Contacts
Number of Inbound Email Contacts
In house Spendings 2007
In house Spendings 2008
In house Spendings 2009
In house Spendings 2007 (calculated)(slide 8)
In house Spendings 2008 (calculated)(slide 8)
In house Spendings 2009 (calculated)(slide 8)

Center Classification

100

545

800

900

700

100

1000

592.14

Telecom Costs

Center Classification
Cost
Cost
Cost
Cost
Cost
Cost

200

845

1550

1000

1500

200

12000

2470.71

1000

545

4544

989898

6000

1000

1000

143426.71

Cost per Minute
(inbound)
Total # Annual Incoming Calls

2000

4544

6590

555454

7000

2000

2000

82798.29

Average Talk Time

3000

1888

2000

54544

8550

3000

3000

10854.57

Average Telecom Cost per Incoming Call

1000

545

4544

989898

6000

1000

1000

143426.71

200

833.76

145.03

56.11

116.67

200

200

57.73

300

346.42

44.01

5.51

142.5

300

300

7.57

TOTAL COST PER CALL

User 1

User 2

User 3

User 4

User 5

User 6

User 7

Avg

30.13

97.38

926.98

4,999.29

514.21

30.13

4.69

$90

$7,595

$5,463,607

$10,603,487

$433,994

$90

$10,430

70.57

820.45

9,058.35

10,309.92

519.62

70.57

6,888.29

$212

$63,995

$53,389,930

$21,867,348

$438,560

$212

$15,305,780

Calculation
726.75 II.2.6.a*(1+II.2.6.j)+(II.2.6.k / II.2.5.m)
$1,159,161 M5 * II.2.5.m
3,202.56 II.2.6.g*(1+II.2.6.j)+(II.2.6.m / II.2.5.m)
$5,108,088 M7 * II.2.5.m

68.67

567.22

8,599.55

10,257.33

1,003.40

68.67

68.34

$206
27.89

$44,243
110.64

$50,685,738
13,774.86

$21,755,789
11,494.36

$846,873
471.30

$206
27.89

$151,840
51.20

$3,778,228 M9 * II.2.5.m
2,922.70 II.2.5.e*(1+II.2.6.j)+(II.2.6.l / II.2.5.m)
$4,661,700 M11 * II.2.5.m

$84

$8,630

$81,189,013

$24,379,530

$397,779

$84

$113,755

50.33

253.64

15,465.91

227.52

104.54

50.33

516.20

$151

$19,784

$91,156,062

$482,562

$88,234

$151

$1,146,985

51.35

616.64

15,341.91

1,022.76

10,492.54

51.35

5,166.20

$154

$48,098

$90,425,206

$2,169,266

$8,855,706

$154

$11,479,285

39.11

236.04

224.76

1,024.64

104.54

39.11

6.25

$117
356.33

$18,411
724.44

$1,324,724
849.41

$2,173,254
1,099.84

$88,234
1,033.10

$117
356.33

$13,876
688.25

$1,069

$56,506

$5,006,411

$2,332,753

$871,938

$1,069

$1,529,280

78.85

180.22

15,342.01

74.87

60.00

78.85

85.43

$237

$14,057

$90,425,817

$158,800

$50,644

$237

$189,826

$82.56

$552.95

$2,832.27

$5,991.69

$1,178.89

$82.56

$2,672.86

$248

$43,130

$16,693,372

$12,708,384

$994,981

$248

$5,939,097

7

3113

1374

1499

96

7

7

0.002

0.865

0.382

0.416

0.027

0.002

0.002

140

61064

159242

4164

9698

140

140

0.037

16.098

43.852

0.740

2.667

0.037

0.037

7

1712

220

690

11

7

7

0.002

0.476

0.061

0.192

0.003

0.002

0.002

4

1650

934

779

22

4

4

0.001

0.458

0.260

0.217

0.006

0.001

0.001

1.08

1.47

1.00

1.19

1.37

1.08

1.00

1

1475

2

280

36

1

0

0.000

0.410

0.001

0.078

0.010

0.000

0.000

0.042

18.306

44.555

1.643

2.713

0.042

0.042

$3.46

$10,122.17

$126,191.51

$9,842.08

$3,198.14

$3.46

$111.69

$346

$5,516,583

$100,953,211

$8,857,871

$2,238,700

$346

$111,689

User 1

User 2

User 3

User 4

User 5

User 6

User 7

2,368.80 II.2.6.h*(1+II.2.6.j)+(II.2.6.n / II.2.5.m)

2,028.30 II.2.5.f*(1+II.2.6.j)+(II.2.6.l / II.2.5.m)
$3,235,141 M13 * II.2.5.m
4,552.80 II.2.5.g*(1+II.2.6.j)+(II.2.6.l / II.2.5.m)
$7,261,718 M15 * II.2.5.m
196.80 II.2.5.h*(1+II.2.6.j)+(II.2.6.l / II.2.5.m)
$313,893 M17 * II.2.5.m
726.05 II.2.5.i*(1+II.2.6.j)+(II.2.6.l / II.2.5.m)
$1,158,054 M19 * II.2.5.m
1,944.38 II.2.6.i*(1+II.2.6.j)+(II.2.6.o / II.2.5.m)
$3,101,285 M21 * II.2.5.m
$1,349.08

[(M5*(II.2.5.a+II.2.5.b + II.2.5.c)) + (M7*II.2.5.j) +(N9*II.2.5.k) + (M11*II.2.5.e) +
(M13*II.2.5.f) + (M15*II.2.5.g) + (M17*II.2.5.h) + (M19*II.2.5.i) + (M21*II.2.5.l)] /
[II.2.5.a + II.2.5.b + II.2.5.c + II.2.5.e + II.2.5.f + II.2.5.g + II.2.5.h + II.2.5.i + II.2.5.j + II.2.5.k +
II.2.5.k + II.2.5.l]

$2,151,780 M23 * II.2.5.m
872 II.3.1.b+II.3.1.c
0.242 M25 / 3600
37279 II.3.1.b+II.3.1.c* ((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)
10.113 M27 / 3600 - (M25 / 3600)
529 (1-II.3.1.l)*(II.3.1.b+II.3.1.c)
0.147 M29 / 3600
431 (1-II.3.1.m)*II.3.1.b+II.3.1.c
0.120 M31 / 3600
1.05 1+(II.3.3.a / II.2.5.m)*II.2.5.n
44 M25*M33-M25
0.012 M34 / 3600
10.634

M26 + M28 + M30 + M32 + M35

$14,346.59 M36*M23
$8,495,230 M38 * II.1.7.a

Avg

$210

$215,670

$274,912

$4,770,292

$108,075

$210

$300,000

$398,147 II.2.7.a*II.2.7.b

$5

$505,110

$102,180

$2,990,984

$44,030

$5

$560,000

$486,909 II.2.7.c*II.2.7.d

$88

$784

$123

$44

$515

$88

$900

$363 II.2.7.e

$99

$456

$321

$444

$5,518

$99

$100

$1,005 II.2.7.f

$402

$722,020

$377,536

$7,761,764

$158,138

$402

$861,000

0.04

18.31

44.55

1.64

2.71

0.04

0.04

4

9,977

35,644

1,478

1,899

4

42

$4.02

$1,324.81

$471.92

$8,624.18

$225.91

$4.02

$861.00

User 1

User 2

User 3

User 4

User 5

User 6

User 7

$886,425 M43 + M44 +M45
10.63 M36
6,297 M36 * II.1.7.a
$1,496.98 (M47 / M49) * M48

Avg

$2,000

$20,000

$546

$8,777

$51

$2,000

$200

$500

$1,548

$515

$9,898

$51,659

$500

$320

$2,500

$21,548

$1,061

$18,675

$51,710

$2,500

$520

0.04

18.31

44.55

1.64

2.71

0.04

0.04

4

9,977

35,644

1,478

1,899

4

42

$25.00

$39.54

$1.33

$20.75

$73.87

$25.00

$0.52

$4,796 II.2.7.h
$9,277 II.2.7.i
$14,073 M55 + M56

10.63 M36
6,297 M58 *II.1.7.a
$23.77 (M57 / M59) * M36

User 1

Average
Shrinkage

User 2

User 3

User 4

User 5

User 6

User 7

Avg

$2.00

$1.00

$0.50

$4,444.00

$151.00

$2.00

$200.00

100

545

800

900

700

100

1,000

3

2,545

495

544

81

3

3

$0.10

$42.42

$4.13

$40,292.27

$203.85

$0.10

$10.00

$32.58

$11,528.93

$126,668.88

$58,779.28

$3,701.78

$32.58

$983.21

Total Hourly Labor Cost per FTE
Average Handle Time
Annual Work Hours
Shrinkage Factor
Occupancy
Schedule Adherence
Turn Over Rate
New Hire Training
Average Handle Time
Annual work hours

Section
Auto-Populate
Auto-Populate
Auto-Populate
Auto-Populate
Auto-Populate
Auto-Populate
Auto-Populate
Auto-Populate
Auto-Populate
Auto-Populate

User1
$82.56
7
3
20.00
50%
1%
23%
1
7
3

Average Email Handle Time
Number of Inbound Phone Contacts
Number of Inbound Email Contacts

Auto-Populate
Auto-Populate
Auto-Populate

5
100
200

User2
User3
User4
$552.95 $2,832.27 $5,991.69
3113
1374
1499
78
5894
2121
19.62
115.90
2.78
47%
32%
48%
45%
84%
54%
66%
15%
47%
56
54
844
3113
1374
1499
78
5894
2121

48
545
845

84
800
1550

484
900
1000

User5
$1,178.89
96
844
101.02
77%
89%
48%
654
96
844

654
700
1500

User6
User7
$82.56 $2,672.86
7
7
3
2222
20.00
20.00
50%
50%
1%
1%
23%
23%
1
1
7
7
3
2222

5
100
200

5
1000
12000

Avg
$1,349.08 v1
872 v2
1595 v3
42.76 v4
51% v5
39% v6
35% v7
230.14 v8
871.86 v9
1595 v10

183.57 v11
592.14 v12
2470.71 v13

Cost Per Call
Marginal Labor Cost per Call
Shrinkage Time
Shrinkage Cost
Occupancy Time
Occupancy Cost
Adherence Time
Adherence Cost
Turnover Time
Turnover Cost

User 1

Cost per Email
Marginal Labor Cost per Email
Shrinkage cost per Email
Shrinkage Time per Email
Adherence Time per Email
Adherence Cost
Occupancy Time per Email
Occupancy Cost
Turnover Time per Email
Turnover Cost

User 1

BreakDown Of Total Labour Cost

User 1

User 2
0.16
0.04
3.05
0.00
$0.08
0
$0.16
0
$0.01

User 3
478.14
16.1
8901.06
0.46
$253.42
0.48
$262.98
0.41
$226.57

User 2
0.11
$2.18
0.03
0
$0.11
0
$0.06
0
$0.01

1080.98
43.85
124201.02
0.26
$735.07
0.06
$172.96
0
$1.49
User 3

7.37
$137.25
0.25
0.01
$4.05
0.01
$3.91
0.01
$3.49

User 2

66.09
$7,593.08
2.68
0
$10.57
0.02
$44.94
0
$0.09

User 3

Annual Labor Costs: Phone
Annual Labor Costs: Phone (Shrinkage)
Annual Labor Costs: Phone (Adherence)
Annual Labor Costs: Phone (Occupancy)
Annual Labor Costs: Phone (Turnover)

16.05
305.03
$15.89
$8.03
$1.23

260588.94
4851079.4
$143,323.92
$138,112.14
$123,479.07

864785.03
99360817.8
$138,365.60
$588,053.82
$1,188.46

Annual Labor Costs: Email
Annual Labor Costs: Email (Shrinkage)
Annual Labor Costs: Email (Adherence)
Annual Labor Costs: Email (Occupancy)
Annual Labor Costs: Email (Turnover)

22.93
$435.76
$22.71
$11.47
$1.76

6229.86
$115,974.02
$3,426.42
$3,301.83
$2,952.00

102433.6
$11,769,267.17
$16,389.38
$69,654.85
$140.77

Total Annual Phone Labor Costs
Total Annual Email Labor Costs

346.24
494.62

5516583.46
131884.12

100953210.7
11957885.77

Total Annual Labor Costs

840.86

5648467.58

112911096.47

0.02
0.03
0.88
0.05
0.02
0

0.05
0
0.88
0.03
0.03
0.02

0.01
0
0.98
0
0.01
0

% Phone Cost
% Email Cost
% Shrinkage Cost
% Adherence Cost
% Occupancy Cost
% Turnover Cost

User 4

User 5
2494.87
0.74
4435.62
0.22
$1,297.33
0.19
$1,147.64
0.08
$466.60

User 4

User 6
31.44
2.67
3144.32
0.01
$7.23
0
$3.46
0.01
$11.69

User 5
805.55
$1,432.18
0.24
0.06
$370.55
0.07
$418.89
0.03
$150.66

User 4

User 7
0.16
0.04
3.05
0.00
$0.08
0
$0.16
0
$0.01

User 6

214.16
$21,420.71
18.17
0.02
$23.56
0.04
$49.26
0.07
$79.66

User 5

Avg
5.2
0.04
98.75
0.00
$2.60
0
$5.15
0
$0.00

User 7
0.11
$2.18
0.03
0
$0.11
0
$0.06
0
$0.01

User 6

326.72
10.11
13643.5
0.12
$161.49
0.15
$198.37
0.01
$16.50
Avg

3.71
$70.53
0.03
0
$3.68
0
$1.86
0
$0.00

68.79
$2,872.67
2.13
0.03
$41.77
0.03
$34.00
0
$3.47

Avg

User 7

2245387.43
3992060.03
$1,032,878.22
$1,167,601.46
$419,943.56

22005.9
2201026.96
$2,420.65
$5,061.36
$8,184.94

16.05
305.03
$15.89
$8.03
$1.23

5197.23
98747.37
$5,145.26
$2,598.61
$0.54

193466.84
8078902.99
$117,462.01
$95,627.90
$9,770.38

805550.01
$1,432,182.24
$370,553.00
$418,886.00
$150,657.98

321246.81
$32,131,063.22
$35,337.15
$73,886.77
$119,485.54

22.93
$435.76
$22.71
$11.47
$1.76

44547.68
$846,406.00
$44,102.21
$22,273.84
$4.61

169966.11
$7,097,545.46
$103,193.71
$84,011.82
$8,583.56

8857870.71
3177829.24

2238699.81
32681019.49

346.24
494.62

111689.01
957334.35

8495230.13
7463300.65

12035699.94

34919719.29

840.86

1069023.36

15958530.78

0.19
0.07
0.45
0.12
0.13
0.05

0
0.01
0.98
0
0
0

0.02
0.03
0.88
0.05
0.02
0

0
0.04
0.88
0.05
0.02
0

0.01
0.01
0.95
0.01
0.01
0

Formula
v1*(v2/3600)
(v2/3600)*(v4-1)
M4*v1
(1-v5)*(v2/3600)
(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
Frontline Staff Wages

Auto Populate

75
$23.00

Benefit Rate
Average CSR Incentives
Work Hours per Year
Number of CSRs

Auto Populate
Auto Populate
Auto Populate
Auto Populate

2%
$20.00
3
6

Supervisor Staff Wages
Average Supervisor Incentives
Number of Supervisor

Auto Populate
Auto Populate
Auto Populate

$45.00
$74.00
7

Manager Staff Wages
Average Manager Incentives
Number of Manager FTEs

Auto Populate
Auto Populate
Auto Populate

$67.00
$1.00
21

Trainer Staff Wages
Average Trainer Incentives
Number of Trainer FTEs

Auto Populate
Auto Populate
Auto Populate

$76.00
$4.00
11

QA Staff Wages
Average Support Staff Incentives
WFM Staff Wages
Escalation Staff Wages
Admin Staff Wages
IT Staff Wages
Number of Support FTEs

Auto Populate
Auto Populate
Auto Populate
Auto Populate
Auto Populate
Auto Populate

$11.00
$50.00
$33.00
$34.00
$22.00
$333.00
30

User1
Hourly Cost per CSR FTE (with B&I)
Frontline Staff Cost per Call

$30.13
7.23

Hourly Cost per Supervisor FTE (with B&I)
Supervisor FTEs Cost per Call

$70.57
19.76

Hourly Cost per Manager FTE (with B&I)
Manager FTE Cost per Call

$68.67
57.69

Hourly Cost per Trainer FTE (with B&I)
Trainer FTEs Cost per Call

$78.85
34.7

QA Staff Cost per Call
WFM Staff Cost per Call
Escalation Staff Cost per Call
Admin Staff Cost per Call
IT Staff Cost per Call
Hourly Cost per Support FTE (with B&I)
Support Staff FTEs Cost per Call

$27.89
$50.33
$51.35
$39.11
$356.33
$524.99
629.99

Total Cost per Call
Total Labor Cost per Transaction
Total Capital/IT Cost per Call
Average Overhead Cost per Incoming Call
Average Telecom Cost per Incoming Call

TOTAL COST PER CALL

User 1
$3.46
$4.02
$25.00
$0.10
$32.58

User 2
$10,122.17
$1,324.81
$39.54
$42.42
$11,528.93

User 3
$126,191.51
$471.92
$1.33
$4.13
$126,668.88

User 4
$9,842.08
$8,624.18
$20.75
$40,292.27
$58,779.28

User 5
User 6
$3,198.14
$3.46
$225.91
$4.02
$73.87 $25.00
$203.85
$0.10
$3,701.78 $32.58

User 7
$111.69
$861.00
$0.52
$10.00
$983.21

Avg
$14,346.59
$1,496.98
$23.77
$5,998.99
$21,866.33

Labor Cost per Call by Staff Level(Cost Page)
Frontline Staff Cost per Call
Supervisor FTEs Cost per Call
Manager FTE Cost per Call
Trainer FTEs Cost per Call
Support Staff FTEs Cost per Call
Total Labour Cost per call

User 1
7.23
19.76
57.69
34.7
629.99
749.36

User 2
User 3
381.25 4518070.46
14641.66
302796.19
11344.8 2871448.67
486.81 4249662.44
65108.84 17152865.3
91963.35 29094843.06

by Staff Level(Cost Page)
User 4
3090434.58
174938.79
8366089.72
3493.6
9271985.11
20906941.8

User 5
298971.61
4200.2
53989.51
318.45
2384872.25
2742352.02

User 6
7.23
19.76
57.69
34.7
629.99
749.36

User 7
4585.28
757853.73
148.88
1878.12
7141591.35
7906057.36

Avg
830768.9
$89,230.08
246290.41
114027.79
$2,725,387.35
4005704.52

Capital/IT Cost per Call(Cost Page)
User 1
User 2
Desktop Cost*(Desktop)
210
215670
Workstation*(Workstation)
5
505110
Total Capital Equipment/Systems Costs(Capital equipments/systems)
88
784
Maintenance Costs*(Maintenance)
99
456
Total capital/ IT cost per Call(Sum of 2+3+4+5)
402
722020

User 3
274912
102180
123
321
377536

User 4
4770292
2990984
44
444
7761764

Cost per Call(Cost Page)
User 5
108075
44030
515
5518
158138

User 6
210
5
88
99
402

User 7
Avg
300000 398147.14
560000 486909.18
900
363.14
100 1005.29
861000 886424.76

Overhead Cost per Call(Cost Page)
User1 User2
Annual Facility Costs(Annual Facility)
Other Direct Overhead Costs(Other Overhead)
Total Overhead Costs Per Call(Sum of 2+3)

2000
500
2500

20000
1548
21548

ost per Call(Cost Page)
User3 User4
546
515
1061

8777
9898
18675

User5
51
51659
51710

User6
2000
500
2500

User7

Avg

200 4796.29
320 9277.14
520 14073.43

User1
Marginal Labour Cost per Call
Shrinkage Cost
Adherence Cost
Occupancy Cost
TurnOver Cost
Total Labour Cost per Call(Sum of 2+3+4+5+6)

$0.16
3.05
$0.16
$0.08
$0.01
$3.46

Labour Cost per Call
User2
User3
$478.14
$1,080.98
8901.06
124201.02
$262.98
$172.96
$253.42
$735.07
$226.57
$1.49
$10,122.17 $126,191.51

ost per Call
User4
$2,494.87
4435.62
$1,147.64
$1,297.33
$466.60
$9,842.08

User5
$31.44
3144.32
$3.46
$7.23
$11.69
$3,198.14

User6
$0.16
3.05
$0.16
$0.08
$0.01
$3.46

User7
$5.20
98.75
$5.15
$2.60
$0.00
$111.69

Avg
$326.72
13643.5
$198.37
$161.49
$16.50
$14,346.59

User1
Marginal labour Cost Per Email
Shrinkage Cost
Adherence Cost
Occupancy Cost
Turnover Cost
Total Labour Cost Per Email(Sum of 2+3+4+5+6)

0.11
$2.18
$0.11
$0.06
$0.01
2.47

Labour Cost per Email
User2 User3
7.37
$137.25
$4.05
$3.91
$3.49
156.08

66.09
$7,593.08
$10.57
$44.94
$0.09
7714.77

Cost per Email
User4
805.55
$1,432.18
$370.55
$418.89
$150.66
3177.83

User5
214.16
$21,420.71
$23.56
$49.26
$79.66
21787.35

User6
0.11
$2.18
$0.11
$0.06
$0.01
2.47

User7
3.71
$70.53
$3.68
$1.86
$0.00
79.78

Avg
68.79
$2,872.67
$41.77
$34.00
$3.47
3020.71

BreakDown Of Total Labour Cost
User1 User2 User3
Phone
Email
Shrinkage
Adherence
Occupancy
Turnover
Total

0.02
0.03
0.88
0.05
0.02
0
1

0.05
0
0.88
0.03
0.03
0.02
1

0.01
0
0.98
0
0.01
0
1

Labour Cost
User4
0.19
0.07
0.45
0.12
0.13
0.05
1

User5
0
0.01
0.98
0
0
0
1

User6
0.02
0.03
0.88
0.05
0.02
0
1

User7
0
0.04
0.88
0.05
0.02
0
1

Avg
0.01
0.01
0.95
0.01
0.01
0
1

FTE Wages and Benefits
Front line Staff Wages per hour
User1 User2
User3
InHouse Contact Center
Automobiles_heavy manufacturing
Strategy:Customer satisfaction
Size:FTES_0_100
Customer Base:B2B
Region:Americas

$23.00
554
554
554
554
554

$88.00

$598.00

Support Staff wages per hour
User1 User2
User3
InHouse Contact Center
Automobiles_heavy manufacturing
Strategy:Customer satisfaction
Size:FTES_0_100
Customer Base:B2B
Region:Americas

$433.00 $1,762.00
7950.29
7950.29
7950.29
7950.29
7950.29

Benefit rate
User1
InHouse Contact Center
Automobiles_heavy manufacturing
Strategy:Customer satisfaction
Size:FTES_0_100
Customer Base:B2B
Region:Americas

2%
31.14%
31.14%
31.14%
31.14%
31.14%

User2

$29,456.00

User3
10%

55%

User4

User5

$2,659.00

User4

User6

$484.00

User5

$7,909.00

User4

User6

$11,512.00

User5
88%

User7

$23.00

User7

$433.00

User6
6%

$3.00

$4,147.00

User7
2%

55%

FTE Annual Salaries
Annual Trainer Salary
User1
InHouse Contact Center
Automobiles_heavy manufacturing
Strategy:Customer Satisfaction
Size:FTES_0_100
Customer Base:B2B
Region:Americas

$76.00
1475.71
1475.71
1475.71
1475.71
1475.71

User2
$154.00

Annual Supervisor Salary
User1 User2
InHouse Contact Center
Automobiles_heavy manufacturing
Strategy:Customer Satisfaction
Size:FTES_0_100
Customer Base:B2B
Region:Americas

$45.00
2441.57
2441.57
2441.57
2441.57
2441.57

Annual Manager Salary
User1
InHouse Contact Center
Automobiles_heavy manufacturing
Strategy:Customer Satisfaction
Size:FTES_0_100
Customer Base:B2B
Region:Americas

$67.00
1806.14
1806.14
1806.14
1806.14
1806.14

$745.00

User2
$515.00

User3
$9,898.00

User3
$5,844.00

User3
$5,548.00

User4
$15.00

User4
$5,484.00

User4
$5,456.00

User5
$56.00

User5
$484.00

User5
$946.00

User6
$76.00

User6
$45.00

User6
$67.00

User7
$55.00

User7
$4,444.00

User7
$44.00

Overall Industry and Strategy Breakdowns
1
2
3
CS
RG
CR

and Strategy Breakdowns

Overall FTE Size, Customer Base, and Region Breakdo
0-100 FTEs
101-500 FTEs
501-1000 FTEs
1000-more FTEs
B2B
B2C
North America
Europe
Asia

50
25

er Base, and Region Breakdowns

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