One of the more sought-after measurements in call center operation is the cost to operate various contact channels such as telephone, email and Web chat. Help desks attempt to lower their operating costs by channeling customer traffic to less-expensive self-service channels, and providers of self-service software often use cost-per-access metrics to substantiate their claims for return on investment.
One way to calculate cost per telephone call is to divide the cost of a help desk agent by the average number of calls the agent handles. However, the definition of "cost" varies dramatically from one organization to another, and depends on their accounting methods for various cost items such as IT capital costs, IT support costs, utilities and overhead.
The size, organizational structure and operational model of the help desk also plays a role in operating costs. There can be significant differences in staff utilization and internal efficiencies between a small help desk that handles a couple of hundred calls per day. A naive approach to figuring out the number of agents needed in a call center is to divide the number of calls expected to arrive in an hour by the average length of the calls. For example, if 100 calls arrive in one hour, and each call takes, on the average, 15 minutes to service, then each agent can take 4 calls per hour. Therefore, it appears that 25 agents and 25 telephone lines should be able to service the anticipated call load.
Call center metrics must combine both internal and customer perspectives, and couple the target response time with the expected outcome, namely the abandonment rate. Interestingly enough, many call centers already have the ability to obtain this metric. This is the service level information calculated dynamically by the ACD (automatic call distributor) software and is often prominently displayed for the call center agents to monitor.
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