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Price Models-SeatHours or Per Call Basis

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  • #17327 Reply
    Edwin
    Guest

    Hi All,

    I need help. What goes into the pricing models for call centers. I am investigating which of the models to use – SeatHours or Per Call.

    If there are others, kindly enlighten me on them.

    #17328 Reply
    Harikrishnan
    Guest

    Hi Edwin.,

    I am Harikrishnan from India – Chennai.
    Could you tell me more about pricing?
    Like: what kind of pricing are you looking for?
    I will be happier to help you out in this situation.

    #17329 Reply
    Edwin
    Guest

    Basically i want to know the cost model for call center pricing. What are the inputs? For example for inbound activities, some charge based on seat-hours and others based on call. so you have prices spanning from $4 – $30 and i want to know the cost components.

    #17330 Reply
    Rick
    Guest

    Edwin,

    There are three basic pricing models for call centers:

    Per minute- this is typically a billing per talk/work minute. time spent in non-productive modes (such as break, coaching, available, unavailable, etc.) is not billed. This pricing strategy has a high risk at low or inconsistent volumes.

    Per hour- this is commmon for lower volumes, where all payroll time is billed. Supervisor/trainer/QA time may or may not be billed as well. If it is, it is common to bill this at a lower rate than Agent time. Managers, if billed, are typically a flat rate.

    Per call- I do not recommend this, although it is not uncommon. There is a risk based on your handling time. If your AHT is too high, you lose out. If you get it belwo goal, you gain.

    I hope this helps.

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Reply To: Price Models-SeatHours or Per Call Basis
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