Cost per call

Well, even i am presently working on that issue. but i am working on a much wider roll, i am working on Cost per hour basis, for the call center operations, and for that basic development cost is taken,

for that purpose i have take total yearly depreciation that the company is charging in its balance sheet + a percentage of cost taken as replacement cost, and some percentage as infrastructure maintainence cost, after that i have taken up entire expenses and divided by the no. of total man hours to arrive cost per hour basis,

Hi everybody,
I have read most of the articals on this forum but could not find aneone talking abput the cost calculations of a new cc ie a project which is yet to start and would not know the right figs of exp and also the inflow of calls.I would like someone of you guys who have somuch knowledg on this ssubject to pl help me ,I specially call mr Vishal for this pl also let me know how to derive coststo present to the clients

For new CC the best way to approach this is to have a call volume lower barrier penalty.

This means for example that you need to work out that to stay in profit you need 100000 calls per month (based on a per call contract). You get the client to supply you with 3 months worth of volume forecasts. If the volume falls below their forcasted amount then you charge them for 90% of forecast per month.

If they under estimate their forecasts then you wont meet your SLA’s but you can say that you stffed according to forecast and so they would be to blame.

hope this helps

Good discussions and suggestions. For anyone who would like to borrow from experts in this area, I would suggest contacting work force administrators and or accounting folks in the established Telecom industry (the former Bell companies) they are truly expert at this. I speak from experience.
They would typically use a “fully loaded labor rate” for a job title, that would include the appropriate level of allocated fixed and variable expenses along with the average wage for the job title. Then they would probably divide by the total calls handled. (Not offered). I’m working on this issue in a very small company now and it’s hard to get my arms around the allocated expense. I’m starting with wages+ benefits.