Total Cost Calculator

Cost of Ownership Calculator, provided by ComOps

Calculate your annual contact center cost by using the calculator below or contact a ComOps representative at 786-685-8858 or by email at Info@ComOps.com for a comprehensive review.

VOLUME INDICATORS

Calls answered daily #

Enter the average number of calls answered on a typical day (i.e., average across weekends & midweek, average season of the year)

10,000

Call duration (minutes) #

Enter the average handle time across all calls in a typical current month. Handle time = talk time + hold time + wrap-up time.

Abandoned calls %

Enter the current percent of calls abandoned (average for an entire month is a good figure to use)

60%

Abandoned calls goal %

Enter the desired percent of calls abandoned

40%

Average transaction value $

Enter the assumed amount of revenue per call answered

$500

Call back attempts %

Enter the percent of abandoned calls which you assume will call back a second time. If you enter 40 here, it means that 40% of callers who abandon will actually call back, and 60% will not.

100%

STAFFING COST

Agents (FTE) #

Enter the number of agent FTEs for a typical week. (FTE = full time equivalent: the number of total agent hours in a week divided by 40)

Hourly wage $

Agents overtime hours/week #

Enter the number of agent overtime hours incurred in a typical work week (consider average across days of weeks and seasons)

Supervisors #

Enter the number of individual named supervisors (not FTE) – could also include shift managers or team leaders

Average salary $

Analyst/QA/Trainers #

Enter the number of individual named Quality Coaches, Analysts, Trainers

Average salary $

Managers #

Enter the number of individual named Operations, Quality, and/or Workforce Managers

Average salary $

Directors #

Enter the number of individual named Directors (generally, the person to whom the managers report)

Average salary $

Taxes & benefits %

Enter the standard multiplier used to increase total wages to include taxes and benefits (finance department can usually provide this as a constant for a particular company or property)

20%

50%

Turnover cost %

Enter the estimated annual cost of agent turnover (i.e., the costs to hire, onboard and train agents before they become productive) as a percent of overall operating expense.

20%

60%

Unlock your total cost of ownership

ANNUAL TOTAL COST OF OWNERSHIP

Total cost of ownership

Revenue recovery

Total cost + revenue recovery

Cost per call minute

The prices shown by this tool are purely estimates and will vary with customer's use case.

Understanding contact center ownership costs

Cost of Ownership Calculator, provided by ComOps

VOLUME INDICATORS

STAFFING COST

ANNUAL TOTAL COST OF OWNERSHIP