- This topic has 22 replies, 1 voice, and was last updated 17 years, 8 months ago by Chris.
11th December 2001 at 23:13 #11874AngieGuest
Anyone have formula for cost per call charge for budget? Number of calls, number of agents = cost per call???18th December 2001 at 16:44 #11875MoisesGuest
If I can Help you, this like: get the total of your calls, divide by the number of agents, this is called productivit of an agent.19th December 2001 at 11:55 #11876Adriaan BastonGuest
Cost per call can be calculated by taking the agent’s average salary and multiplying it by the number of agents. That gives you an rough total cost for the agents, just divide this by the number of contacts and you have a basic cst per call.
A far better way is take all costs by account code and calculate the call-centre’s share including overhead etc. and divide this by the total number of calls.
Adriaan.4th March 2002 at 12:38 #11877CaroleGuest
Both accounts above are incorrect. To calculate a cost per call, you take the total expenses which include fixed and variable costs, i.e. total payroll, rent utilities, supplies etc, and divide it by the total calls your call center handled for the month. This will give you the total cost per call.4th March 2002 at 21:02 #11878MoisesGuest
I agree with you.
Moises6th March 2002 at 13:49 #11879JayGuest
Thanks for the information.
It’s really very helpfull.
Jay3rd April 2002 at 10:49 #11880Patrick DebuyckGuest
Thanks for the information.
Can you or anyonelse give me some clarification on the way to translate this to the price per call to be asked to a customer. For example, having 1 client, the cost by ticket (investment of infrastructure, floorspace, resources) will be higher than sharing the service by 2 or more clients. How to play with these parameters?
Patrick4th April 2002 at 00:46 #11881MoisesGuest
Well first of all if I’m correctly undestanding, you are talking about ROI (Return of Investment) right?4th April 2002 at 12:45 #11882Patrick DebuyckGuest
How can I be sure not to price to high or to low the tickets to my customers, how can I be sure to balance cost & revenue?
Patrick5th April 2002 at 09:18 #11883MoisésGuest
Right the Roi is used for this proposal. But it is complex.
If you want more help I will need more informations.
Mois#s16th April 2002 at 23:19 #11884ArlondaGuest
If you don’t have access to all of the fixed and variable cost, can you use a load or burden rate of 1.35 x the salaries / number of calls to get a cost per call number30th April 2002 at 15:37 #11885AnilGuest
Its simple..make a cost sheet of the complete operations and calculate backwards. Normally right now it is between $.50 to $.80 per minutes.23rd May 2002 at 09:44 #11886Shinta OctaviaGuest
I have something to ask too. I try to calculate call center cost/ call but I,m still confuse. Should development expense be calculated as a part of cost/ call, like call center development staff salaries and total investment for call center development. So do training cost for agent or development staff?
Thanks30th May 2002 at 09:19 #11887C M SharmaGuest
Unless and untill it is for a specific project/program, Development Expenses should also be included as a part of cost/call. However, investment for call center development is of capital nature. Hence, the same should be amortised as per company policy say over a period of 3 years or 5 years or more. Yearly amortised amount only should be added in development expense to calculate cost/call.
rgds31st May 2002 at 11:49 #11888JoeGuest
Cost per call must be calculated in accordance with the company’s overall accounting practices, which define how to amortize development costs and capital expenses, what is the company’s standard burden rate, how to factor in certain expenses (e.g. whether IT maintenance costs are extra), how to treat opportunity costs (e.g. NOT renting space or using space for other purpose) etc. There cannot be one formula that fits all, which results in significant discrepancies in “average” costs reported by various companies (see, for example, http://www.diagnosticstrategies.com/papers/Benchmarking.pdf)