Inputs Calculated Outputs

Metrics Section User 1 User 2 User 3 User 4 User 5 User 6 User 7 Avg Variable Name Per Call
Number of Phone FTEs Cost 1 8 99 100 500 1 88 113.86 II.2.5.a Labor Costs
Number of Email FTEs Cost 2 56 859 844 6565 2 888 1316.57 II.2.5.b Hourly Cost per FTE, with Benefits and
Number of Blended FTEs Cost 3 65 78945 659 56 3 8888 12659.86 II.2.5.c Incentives
Annual Cost per FTE, with Benefits and
Number of Agent FTEs Cost 6 129 79903 1603 7121 6 9864 14090.29 CALCULATED: Incentives
Hourly Cost per Supervisor, with Benefits and
II.2.5.a +II.2.5.b + II.2.5.c Incentives
Numer of Incoming Phone Calls per Year(same as 63) Center Classification 100 545 800 900 700 100 1,000 592.14 II.1.7.a Annual Cost per Supervisor, with Benefits and
Typical Part-Time Mix Cost 40.00% Incentives
Hourly Cost per Manager with Benefits and
10.0% 25.0% 84.0% 56.0% 15.0% 10.0% 80.0% II.2.5.d Incentives
Number of Support Staff FTEs Cost 2.0 32.0 5454.0 125.0 21.0 2.0 99.0 819.29 II.2.5.e Annual Cost per Manager with Benefits and
274.43 Incentives
Hourly Cost per QA FTE, with Benefits and
Cost 5.0 322.0 54.0 321.0 215.0 5.0 999.0 II.2.5.f
Incentives
Cost 8.0 659.0 98.0 121.0 651.0 8.0 9999.0 1649.14 II.2.5.g Annual Cost per QA FTE, with Benefits and
123.71 Incentives
Hourly Cost per WFM FTE, with Benefits and
Cost 9.0 45.0 69.0 65.0 658.0 9.0 11.0 II.2.5.h
355.29 Incentives
Annual Cost per WFM FTE, with Benefits and
Cost 6.0 47.0 484.0 985.0 848.0 6.0 111.0 II.2.5.i
Number of Front-Line Supervisor FTEs 343.43 Incentives
Hourly Cost per Escalation FTE, with Benefits
Cost 7.0 588.0 548.0 44.0 99.0 7.0 1111.0 II.2.5.j
Number of Manager FTEs 1281.57 and Incentives
Annual Cost per Escalation FTE, with Benefits
Cost 21.0 659.0 5474.0 2115.0 659.0 21.0 22.0 II.2.5.k
Number of Trainer FTEs 722.86 II.2.5.l and Incentives
Hourly Cost per Admin FTE, with Benefits and
Cost 11.0 89.0 4541.0 121.0 65.0 11.0 222.0
Work Hours per Year 1595 II.2.5.m Incentives
Annual Cost per Admin FTE, with Benefits and
Cost 3 78 5,894 2,121 844 3 2,222
Agent Salary, without Benefits $23.00 $88.00 $598.00 $2,659.00 $484.00 $23.00 $3.00 554 II.2.6.a Incentives
Hourly Cost per IT FTE, with Benefits and
Cost
Average Support Staff Hourly Salaries 2228.57 Incentives
Annual Cost per IT FTE, with Benefits and
Cost $11.00 $100.00 $8,887.00 $6,114.00 $444.00 $11.00 $33.00 II.2.5.e
1546.57 Incentives
Hourly Cost per Trainer, with Benefits and
Cost $33.00 $230.00 $9,978.00 $121.00 $98.00 $33.00 $333.00 II.2.5.f
3471.57 Incentives
Annual Cost per Trainer, with Benefits and
Cost $34.00 $560.00 $9,898.00 $544.00 $9,898.00 $34.00 $3,333.00 II.2.5.g
150 II.2.5.h Incentives
Total Hourly Labor Cost per FTE
Cost

$22.00 $214.00 $145.00 $545.00 $98.00 $22.00 $4.00

Cost $333.00 $658.00 $548.00 $585.00 $974.00 $333.00 $444.00 553.57 II.2.5.i Total Annual Labor Cost per FTE
Supervisory Salary, without Benefits Cost $45.00 $745.00 $5,844.00 $5,484.00 $484.00 $45.00 $4,444.00 2441.57 II.2.6.g Average Handle Time per Call (in seconds)
Manager Salary, without Benefits Cost $67.00 $515.00 $5,548.00 $5,456.00 $946.00 $67.00 $44.00 1806.14 II.2.6.h Total Hours per Call
Trainer Salary, without Benefits Cost $76.00 $154.00 $9,898.00 $15.00 $56.00 $76.00 $55.00 1475.71 II.2.6.i Total seconds per call adjusted for
Benefit Rate 2% 10% 55% 88% 6% 2% 55% 31.14% II.2.6.j Shrinkage
Total Hours per call attributed to Shrinkage
Cost
Total seconds per call attributed to
Annual Monetary Incentives per Agent FTE $20.00 $45.00 $458.00 $778.00 $988.00 $20.00 $98.00 $343.86 II.2.6.k Adherence
Total Hours per call atrributed to Adherence
Cost
Annual Average Monetary Incentive Support Cost $50.00 $50.00 $47.00 $77.00 $559.00 $50.00 $100.00 $133.29 II.2.6.l Total seconds per call attributed tor
Annual Monetary Incentives per Supervisor FTE $74.00 $74.00 $899.00 $8.00 $5,554.00 $74.00 $200.00 $983.29 II.2.6.m Occupancy
Total Hours per call attributed to
Cost
Annual Monetary Incentives Manager $1.00 $56.00 $874.00 $98.00 $544.00 $1.00 $300.00 $267.71 II.2.6.n Occupancy
Turnover Factor
Cost
Annual Monetary Incentive per Trainer Cost $4.00 $844.00 $658.00 $98,988.00 $544.00 $4.00 $400.00 $14,491.71 II.2.6.o Total seconds per call attributed to
Desktop Cost $14 $455 $484 $874 $165 $14 $500 $358.00 II.2.7.a Turnover
Total Hours per call attributed to Turnover
Cost
Number of Desktops Cost 15 474 568 5458 655 15 600 $1,112.14 II.2.7.b Total Hours per Call adjusted for Productivity
Workstation $1 $565 $156 $5,458 $85 $1 $700 $995.14 II.2.7.c Metrics
(Shrinkage, Adherence, Occupancy, and
Cost
Turnover)
Number of Workstations Cost 5 894 655 548 518 5 800 $489.29 II.2.7.d Total Labor Cost per Transaction (adjusted
Capital Equipment/Systems Costs $88 $784 $123 $44 $515 $88 $900 $363.14 II.2.7.e for Shrinkage)
Total Annual Labor Cost (adjusted for
Cost
Maintenance Costs $99 $456 $321 $444 $5,518 $99 $100 $1,005.29 II.2.7.f Shrinkage)
Cost
Telecom Rate (Inbound) Cost $2.00 $1.00 $0.50 $4,444.00 $151.00 $2.00 $200.00 $685.79 II.2.7.g Per Call
Annual Facility Costs Cost $2,000 $20,000 $546 $8,777 $51 $2,000 $200 $4,796.29 II.2.7.h Capital/ IT Costs
Other Direct Overhead Costs Cost $500 $1,548 $515 $9,898 $51,659 $500 $320 $9,277.14 II.2.7.i Annual Desktop Cost
Total Number of Front line staff Annual Workstation Cost
Annual Capital Equipment/Systems Cost
Metrics User 1 User 2 User 3 User 4 User 5 User 6 User 7 Avg Annual Maintance Costs
Average Speed to Answer Productivity 5 15 788 98 5 5 5 131.57 II.3.1.a Total Annual Capital/ IT Cost
Average After-Call/ Wrap Time Productivity 4 568 879 955 15 4 4 347 II.3.1.b Total hours per transaction
Average Talk Time Productivity 3 2545 495 544 81 3 3 524.86 II.3.1.c Total annual hours for transaction
Average Handle Time Productivity 7 3113 1374 1499 96 7 7 871.86 CALCULATED Total Capital/IT Cost per Call
(II.3.1.b+II.3.1.c)
Shrinkage: Base Frontline Staff FTEs Productivity 2 518 464 959 151 2 2 299.71 II.3.1.f
Shrinkage: Vacation FTEs Productivity 6 215 4164 565 5151 6 6 1444.71 II.3.1.g
Shrinkage: Sick FTEs Productivity 8 659 659 95 8 8 8 206.43 II.3.1.h Per Call
Shrinkage: Unplanned Absent Productivity 9 2656 565 49 8948 9 9 1749.29 II.3.1.i Overhead Costs
Shrinkage: Ongoing Training Productivity 14 659 46459 1 898 14 14 6865.57 II.3.1.j Annual Facility Cost
Shrinkage: Project Work Productivity 1 5454 1465 995 98 1 1 1145 II.3.1.k Other Overhead
Shrinkage Productivity 20.00 19.62 115.90 2.78 101.02 20.00 20.00 42.76 CALCULATED Total Annual Overhead Costs
(II.3.1.f + II.3.1.g + II.3.1.h + II.3.1.i +
II.3.1.j + II.3.1.k)/II.3.1.f
Adherence/ Schedule Compliance % Productivity 1% 45% 84% 54% 89% 1% 1% 39.29% II.3.1.l Total hours per transaction
Occupancy Productivity 50% 47% 32% 48% 77% 50% 50% 50.57% II.3.1.m Total annual hours for transaction
Turnover Cost 23% 66% 15% 47% 48% 23% 23% 35.00% II.2.5.n Average Overhead Cost per Incoming Call
Annual New Hire Training Hours Productivity 1 56 54 844 654 1 1 230.14 II.3.3.a
Average Email Handle Time Productivity 5 48 84 484 654 5 5 183.57 Per Call

Number of Inbound Phone Contacts Center Classification 100 545 800 900 700 100 1000 592.14 Telecom Costs
Number of Inbound Email Contacts Center Classification 200 845 1550 1000 1500 200 12000 2470.71 Cost per Minute
(inbound)
In house Spendings 2007 Cost 1000 545 4544 989898 6000 1000 1000 143426.71 Total # Annual Incoming Calls
In house Spendings 2008 Cost 2000 4544 6590 555454 7000 2000 2000 82798.29 Average Talk Time
In house Spendings 2009 Cost 3000 1888 2000 54544 8550 3000 3000 10854.57 Average Telecom Cost per Incoming Call
In house Spendings 2007 (calculated)(slide 8) Cost 1000 545 4544 989898 6000 1000 1000 143426.71
In house Spendings 2008 (calculated)(slide 8) Cost 200 833.76 145.03 56.11 116.67 200 200 57.73 TOTAL COST PER CALL
In house Spendings 2009 (calculated)(slide 8) Cost 300 346.42 44.01 5.51 142.5 300 300 7.57
User 1 User 2 User 3 User 4 User 5 User 6 User 7 Avg Calculation

30.13 97.38 926.98 4,999.29 514.21 30.13 4.69 726.75 II.2.6.a*(1+II.2.6.j)+(II.2.6.k / II.2.5.m)
$90 $7,595 $5,463,607 $10,603,487 $433,994 $90 $10,430 $1,159,161 M5 * II.2.5.m
70.57 820.45 9,058.35 10,309.92 519.62 70.57 6,888.29 3,202.56 II.2.6.g*(1+II.2.6.j)+(II.2.6.m / II.2.5.m)

$212 $63,995 $53,389,930 $21,867,348 $438,560 $212 $15,305,780 $5,108,088 M7 * II.2.5.m

68.67 567.22 8,599.55 10,257.33 1,003.40 68.67 68.34 2,368.80 II.2.6.h*(1+II.2.6.j)+(II.2.6.n / II.2.5.m)

$206 $44,243 $50,685,738 $21,755,789 $846,873 $206 $151,840 $3,778,228 M9 * II.2.5.m

27.89 110.64 13,774.86 11,494.36 471.30 27.89 51.20 2,922.70 II.2.5.e*(1+II.2.6.j)+(II.2.6.l / II.2.5.m)
$84 $8,630 $81,189,013 $24,379,530 $397,779 $84 $113,755 $4,661,700 M11 * II.2.5.m
50.33 253.64 15,465.91 227.52 104.54 50.33 516.20 2,028.30 II.2.5.f*(1+II.2.6.j)+(II.2.6.l / II.2.5.m)
$151 $19,784 $91,156,062 $482,562 $88,234 $151 $1,146,985 $3,235,141 M13 * II.2.5.m
51.35 616.64 15,341.91 1,022.76 10,492.54 51.35 5,166.20 4,552.80 II.2.5.g*(1+II.2.6.j)+(II.2.6.l / II.2.5.m)
$154 $48,098 $90,425,206 $2,169,266 $8,855,706 $154 $11,479,285 $7,261,718 M15 * II.2.5.m
39.11 236.04 224.76 1,024.64 104.54 39.11 6.25 196.80 II.2.5.h*(1+II.2.6.j)+(II.2.6.l / II.2.5.m)
$117 $18,411 $1,324,724 $2,173,254 $88,234 $117 $13,876 $313,893 M17 * II.2.5.m
356.33 724.44 849.41 1,099.84 1,033.10 356.33 688.25 726.05 II.2.5.i*(1+II.2.6.j)+(II.2.6.l / II.2.5.m)
$1,069 $56,506 $5,006,411 $2,332,753 $871,938 $1,069 $1,529,280 $1,158,054 M19 * II.2.5.m
78.85 180.22 15,342.01 74.87 60.00 78.85 85.43 1,944.38 II.2.6.i*(1+II.2.6.j)+(II.2.6.o / II.2.5.m)
$237 $14,057 $90,425,817 $158,800 $50,644 $237 $189,826 $3,101,285 M21 * II.2.5.m
$82.56 $552.95 $2,832.27 $5,991.69 $1,178.89 $82.56 $2,672.86 $1,349.08 [(M5*(II.2.5.a+II.2.5.b + II.2.5.c)) + (M7*II.2.5.j) +(N9*II.2.5.k) + (M11*II.2.5.e) +
(M13*II.2.5.f) + (M15*II.2.5.g) + (M17*II.2.5.h) + (M19*II.2.5.i) + (M21*II.2.5.l)] /
[II.2.5.a + II.2.5.b + II.2.5.c + II.2.5.e + II.2.5.f + II.2.5.g + II.2.5.h + II.2.5.i + II.2.5.j + II.2.5.k +
II.2.5.k + II.2.5.l]
$248 $43,130 $16,693,372 $12,708,384 $994,981 $248 $5,939,097 $2,151,780 M23 * II.2.5.m
7 3113 1374 1499 96 7 7 872 II.3.1.b+II.3.1.c
0.002 0.865 0.382 0.416 0.027 0.002 0.002 0.242 M25 / 3600
140 61064 159242 4164 9698 140 140 37279 II.3.1.b+II.3.1.c* ((II.3.1.f + II.3.1.g + II.3.1.h + II.3.1.i + II.3.1.j + II.3.1.k) / II.3.1.f)
0.037 16.098 43.852 0.740 2.667 0.037 0.037 10.113 M27 / 3600 - (M25 / 3600)
7 1712 220 690 11 7 7 529 (1-II.3.1.l)*(II.3.1.b+II.3.1.c)
0.002 0.476 0.061 0.192 0.003 0.002 0.002 0.147 M29 / 3600
4 1650 934 779 22 4 4 431 (1-II.3.1.m)*II.3.1.b+II.3.1.c
0.001 0.458 0.260 0.217 0.006 0.001 0.001 0.120 M31 / 3600
1.08 1.47 1.00 1.19 1.37 1.08 1.00 1.05 1+(II.3.3.a / II.2.5.m)*II.2.5.n
1 1475 2 280 36 1 0 44 M25*M33-M25
0.000 0.410 0.001 0.078 0.010 0.000 0.000 0.012 M34 / 3600
M26 + M28 + M30 + M32 + M35
0.042 18.306 44.555 1.643 2.713 0.042 0.042 10.634

$3.46 $10,122.17 $126,191.51 $9,842.08 $3,198.14 $3.46 $111.69 $14,346.59 M36*M23

$346 $5,516,583 $100,953,211 $8,857,871 $2,238,700 $346 $111,689 $8,495,230 M38 * II.1.7.a

User 1 User 2 User 3 User 4 User 5 User 6 User 7 Avg

$210 $215,670 $274,912 $4,770,292 $108,075 $210 $300,000 $398,147 II.2.7.a*II.2.7.b

$5 $505,110 $102,180 $2,990,984 $44,030 $5 $560,000 $486,909 II.2.7.c*II.2.7.d
$88 $784 $123 $44 $515 $88 $900 $363 II.2.7.e
$99 $456 $321 $444 $5,518 $99 $100 $1,005 II.2.7.f
$402 $722,020 $377,536 $7,761,764 $158,138 $402 $861,000 $886,425 M43 + M44 +M45
0.04 18.31 44.55 1.64 2.71 0.04 0.04 10.63 M36
4 9,977 35,644 1,478 1,899 4 42 6,297 M36 * II.1.7.a
$4.02 $1,324.81 $471.92 $8,624.18 $225.91 $4.02 $861.00 $1,496.98 (M47 / M49) * M48

User 1 User 2 User 3 User 4 User 5 User 6 User 7 Avg

$2,000 $20,000 $546 $8,777 $51 $2,000 $200 $4,796 II.2.7.h

$500 $1,548 $515 $9,898 $51,659 $500 $320 $9,277 II.2.7.i
$2,500 $21,548 $1,061 $18,675 $51,710 $2,500 $520 $14,073 M55 + M56

0.04 18.31 44.55 1.64 2.71 0.04 0.04 10.63 M36

4 9,977 35,644 1,478 1,899 4 42 6,297 M58 *II.1.7.a
$25.00 $39.54 $1.33 $20.75 $73.87 $25.00 $0.52 $23.77 (M57 / M59) * M36
User 1 User 2 User 3 User 4 User 5 User 6 User 7 Avg

$2.00 $1.00 $0.50 $4,444.00 $151.00 $2.00 $200.00

100 545 800 900 700 100 1,000
3 2,545 495 544 81 3 3
$0.10 $42.42 $4.13 $40,292.27 $203.85 $0.10 $10.00

$32.58 $11,528.93 $126,668.88 $58,779.28 $3,701.78 $32.58 $983.21

Average
Shrinkage
 Section User1 User2 User3 User4
Total Hourly Labor Cost per FTE Auto-Populate $82.56 $552.95 $2,832.27 $5,991.69
Average Handle Time Auto-Populate 7 3113 1374 1499
Annual Work Hours Auto-Populate 3 78 5894 2121
Shrinkage Factor Auto-Populate 20.00 19.62 115.90 2.78
Occupancy Auto-Populate 50% 47% 32% 48%
Schedule Adherence Auto-Populate 1% 45% 84% 54%
Turn Over Rate Auto-Populate 23% 66% 15% 47%
New Hire Training Auto-Populate 1 56 54 844
Average Handle Time Auto-Populate 7 3113 1374 1499
Annual work hours Auto-Populate 3 78 5894 2121

Average Email Handle Time Auto-Populate 5 48 84 484

Number of Inbound Phone Contacts Auto-Populate 100 545 800 900
Number of Inbound Email Contacts Auto-Populate 200 845 1550 1000
 User5 User6 User7 Avg
$1,178.89 $82.56 $2,672.86 $1,349.08 v1
96 7 7 872 v2
844 3 2222 1595 v3
101.02 20.00 20.00 42.76 v4
77% 50% 50% 51% v5
89% 1% 1% 39% v6
48% 23% 23% 35% v7
654 1 1 230.14 v8
96 7 7 871.86 v9
844 3 2222 1595 v10

654 5 5 183.57 v11

700 100 1000 592.14 v12
1500 200 12000 2470.71 v13
Cost Per Call User 1 User 2 User 3
Marginal Labor Cost per Call 0.16 478.14 1080.98
Shrinkage Time 0.04 16.1 43.85
Shrinkage Cost 3.05 8901.06 124201.02
Occupancy Time 0.00 0.46 0.26
Occupancy Cost $0.08 $253.42 $735.07
Adherence Time 0 0.48 0.06
Adherence Cost $0.16 $262.98 $172.96
Turnover Time 0 0.41 0
Turnover Cost $0.01 $226.57 $1.49

Cost per Email User 1 User 2 User 3

Marginal Labor Cost per Email 0.11 7.37 66.09
Shrinkage cost per Email $2.18 $137.25 $7,593.08
Shrinkage Time per Email 0.03 0.25 2.68
Adherence Time per Email 0 0.01 0
Adherence Cost $0.11 $4.05 $10.57
Occupancy Time per Email 0 0.01 0.02
Occupancy Cost $0.06 $3.91 $44.94
Turnover Time per Email 0 0.01 0
Turnover Cost $0.01 $3.49 $0.09

BreakDown Of Total Labour Cost User 1 User 2 User 3

Annual Labor Costs: Phone 16.05 260588.94 864785.03

Annual Labor Costs: Phone (Shrinkage) 305.03 4851079.4 99360817.8
Annual Labor Costs: Phone (Adherence) $15.89 $143,323.92 $138,365.60
Annual Labor Costs: Phone (Occupancy) $8.03 $138,112.14 $588,053.82
Annual Labor Costs: Phone (Turnover) $1.23 $123,479.07 $1,188.46

Annual Labor Costs: Email 22.93 6229.86 102433.6

Annual Labor Costs: Email (Shrinkage) $435.76 $115,974.02 $11,769,267.17
Annual Labor Costs: Email (Adherence) $22.71 $3,426.42 $16,389.38
Annual Labor Costs: Email (Occupancy) $11.47 $3,301.83 $69,654.85
Annual Labor Costs: Email (Turnover) $1.76 $2,952.00 $140.77

Total Annual Phone Labor Costs 346.24 5516583.46 100953210.7

Total Annual Email Labor Costs 494.62 131884.12 11957885.77

Total Annual Labor Costs 840.86 5648467.58 112911096.47

% Phone Cost 0.02 0.05 0.01

% Email Cost 0.03 0 0
% Shrinkage Cost 0.88 0.88 0.98
% Adherence Cost 0.05 0.03 0
% Occupancy Cost 0.02 0.03 0.01
% Turnover Cost 0 0.02 0
User 4 User 5 User 6 User 7 Avg
2494.87 31.44 0.16 5.2 326.72
0.74 2.67 0.04 0.04 10.11
4435.62 3144.32 3.05 98.75 13643.5
0.22 0.01 0.00 0.00 0.12
$1,297.33 $7.23 $0.08 $2.60 $161.49
0.19 0 0 0 0.15
$1,147.64 $3.46 $0.16 $5.15 $198.37
0.08 0.01 0 0 0.01
$466.60 $11.69 $0.01 $0.00 $16.50

User 4 User 5 User 6 User 7 Avg

805.55 214.16 0.11 3.71 68.79
$1,432.18 $21,420.71 $2.18 $70.53 $2,872.67
0.24 18.17 0.03 0.03 2.13
0.06 0.02 0 0 0.03
$370.55 $23.56 $0.11 $3.68 $41.77
0.07 0.04 0 0 0.03
$418.89 $49.26 $0.06 $1.86 $34.00
0.03 0.07 0 0 0
$150.66 $79.66 $0.01 $0.00 $3.47

User 4 User 5 User 6 User 7 Avg

2245387.43 22005.9 16.05 5197.23 193466.84

3992060.03 2201026.96 305.03 98747.37 8078902.99
$1,032,878.22 $2,420.65 $15.89 $5,145.26 $117,462.01
$1,167,601.46 $5,061.36 $8.03 $2,598.61 $95,627.90
$419,943.56 $8,184.94 $1.23 $0.54 $9,770.38

805550.01 321246.81 22.93 44547.68 169966.11

$1,432,182.24 $32,131,063.22 $435.76 $846,406.00 $7,097,545.46
$370,553.00 $35,337.15 $22.71 $44,102.21 $103,193.71
$418,886.00 $73,886.77 $11.47 $22,273.84 $84,011.82
$150,657.98 $119,485.54 $1.76 $4.61 $8,583.56

8857870.71 2238699.81 346.24 111689.01 8495230.13

3177829.24 32681019.49 494.62 957334.35 7463300.65

12035699.94 34919719.29 840.86 1069023.36 15958530.78

0.19 0 0.02 0 0.01

0.07 0.01 0.03 0.04 0.01
0.45 0.98 0.88 0.88 0.95
0.12 0 0.05 0.05 0.01
0.13 0 0.02 0.02 0.01
0.05 0 0 0 0
Formula
v1*(v2/3600)
(v2/3600)*(v4-1)
M4*v1
(1-v5)*(v2/3600)

(1-v6)*(v2/3600)
M8*v1
((v7*(v8/v10))*v2)/3600
M10*v1

Formula
v1*(v11/3600)
M16*v1
(v11/3600)*(v4-1)
(1-v6)*(v11/3600)
M17*v1
(1-v5)*(v11/3600)
M19*v1
((v7*(v8/v10))*v11)/3600
M21*v1

Formula

M3*v12
M5*v12
M9*v12
M7*v12
M11*v12

M14*v13
M15*v13
M18*v13
M20*v13
M22*v13

(N27+N28+N29+N30+N31)
(N33+N34+N35+N36+N37)

(N39+N40)

M27/M43
M33/M43
(M28+M34)/M43
(M29+M35)/M43
(M30+M36)/M43
(M31+M37)/M43
 Section User1

Total FTE's 75
Frontline Staff Wages Auto Populate $23.00
Benefit Rate Auto Populate 2%
Average CSR Incentives Auto Populate $20.00
Work Hours per Year Auto Populate 3
Number of CSRs Auto Populate 6

Supervisor Staff Wages Auto Populate $45.00

Average Supervisor Incentives Auto Populate $74.00
Number of Supervisor Auto Populate 7

Manager Staff Wages Auto Populate $67.00

Average Manager Incentives Auto Populate $1.00
Number of Manager FTEs Auto Populate 21

Trainer Staff Wages Auto Populate $76.00

Average Trainer Incentives Auto Populate $4.00
Number of Trainer FTEs Auto Populate 11

QA Staff Wages Auto Populate $11.00

Average Support Staff Incentives Auto Populate $50.00
WFM Staff Wages Auto Populate $33.00
Escalation Staff Wages Auto Populate $34.00
Admin Staff Wages Auto Populate $22.00
IT Staff Wages Auto Populate $333.00
Number of Support FTEs 30
 User1
Hourly Cost per CSR FTE (with B&I) $30.13
Frontline Staff Cost per Call 7.23

Hourly Cost per Supervisor FTE (with B&I) $70.57

Supervisor FTEs Cost per Call 19.76

Hourly Cost per Manager FTE (with B&I) $68.67

Manager FTE Cost per Call 57.69

Hourly Cost per Trainer FTE (with B&I) $78.85

Trainer FTEs Cost per Call 34.7

QA Staff Cost per Call $27.89

WFM Staff Cost per Call $50.33
Escalation Staff Cost per Call $51.35
Admin Staff Cost per Call $39.11
IT Staff Cost per Call $356.33
Hourly Cost per Support FTE (with B&I) $524.99
Support Staff FTEs Cost per Call 629.99
 Total Cost per Call
User 1 User 2 User 3 User 4
Total Labor Cost per Transaction $3.46 $10,122.17 $126,191.51 $9,842.08
Total Capital/IT Cost per Call $4.02 $1,324.81 $471.92 $8,624.18
Average Overhead Cost per Incoming Call $25.00 $39.54 $1.33 $20.75
Average Telecom Cost per Incoming Call $0.10 $42.42 $4.13 $40,292.27
TOTAL COST PER CALL $32.58 $11,528.93 $126,668.88 $58,779.28
 User 5 User 6 User 7 Avg
$3,198.14 $3.46 $111.69 $14,346.59
$225.91 $4.02 $861.00 $1,496.98
$73.87 $25.00 $0.52 $23.77
$203.85 $0.10 $10.00 $5,998.99
$3,701.78 $32.58 $983.21 $21,866.33
 Labor Cost per Call by Staff Level(Cost Page)
User 1 User 2 User 3
Frontline Staff Cost per Call 7.23 381.25 4518070.46
Supervisor FTEs Cost per Call 19.76 14641.66 302796.19
Manager FTE Cost per Call 57.69 11344.8 2871448.67
Trainer FTEs Cost per Call 34.7 486.81 4249662.44
Support Staff FTEs Cost per Call 629.99 65108.84 17152865.3
Total Labour Cost per call 749.36 91963.35 29094843.06
by Staff Level(Cost Page)
User 4 User 5 User 6 User 7 Avg
3090434.58 298971.61 7.23 4585.28 830768.9
174938.79 4200.2 19.76 757853.73 $89,230.08
8366089.72 53989.51 57.69 148.88 246290.41
3493.6 318.45 34.7 1878.12 114027.79
9271985.11 2384872.25 629.99 7141591.35 $2,725,387.35
20906941.8 2742352.02 749.36 7906057.36 4005704.52
 Capital/IT Cost per Call(Cost Page)
User 1 User 2 User 3 User 4
Desktop Cost*(Desktop) 210 215670 274912 4770292
Workstation*(Workstation) 5 505110 102180 2990984
Total Capital Equipment/Systems Costs(Capital equipments/systems)
88 784 123 44
Maintenance Costs*(Maintenance) 99 456 321 444
Total capital/ IT cost per Call(Sum of 2+3+4+5) 402 722020 377536 7761764
Cost per Call(Cost Page)
User 5 User 6 User 7 Avg
108075 210 300000 398147.14
44030 5 560000 486909.18
515 88 900 363.14
5518 99 100 1005.29
158138 402 861000 886424.76
 Overhead Cost per Call(Cost Page)
User1 User2
Annual Facility Costs(Annual Facility) 2000 20000
Other Direct Overhead Costs(Other Overhead) 500 1548
Total Overhead Costs Per Call(Sum of 2+3) 2500 21548
ost per Call(Cost Page)
User3 User4 User5 User6 User7 Avg
546 8777 51 2000 200 4796.29
515 9898 51659 500 320 9277.14
1061 18675 51710 2500 520 14073.43
 Labour Cost per Call
User1 User2 User3
Marginal Labour Cost per Call $0.16 $478.14 $1,080.98
Shrinkage Cost 3.05 8901.06 124201.02
Adherence Cost $0.16 $262.98 $172.96
Occupancy Cost $0.08 $253.42 $735.07
TurnOver Cost $0.01 $226.57 $1.49
Total Labour Cost per Call(Sum of 2+3+4+5+6) $3.46 $10,122.17 $126,191.51
ost per Call
User4 User5 User6 User7 Avg
$2,494.87 $31.44 $0.16 $5.20 $326.72
4435.62 3144.32 3.05 98.75 13643.5
$1,147.64 $3.46 $0.16 $5.15 $198.37
$1,297.33 $7.23 $0.08 $2.60 $161.49
$466.60 $11.69 $0.01 $0.00 $16.50
$9,842.08 $3,198.14 $3.46 $111.69 $14,346.59
 Labour Cost per Email
User1 User2 User3
Marginal labour Cost Per Email 0.11 7.37 66.09
Shrinkage Cost $2.18 $137.25 $7,593.08
Adherence Cost $0.11 $4.05 $10.57
Occupancy Cost $0.06 $3.91 $44.94
Turnover Cost $0.01 $3.49 $0.09
Total Labour Cost Per Email(Sum of 2+3+4+5+6) 2.47 156.08 7714.77
Cost per Email
User4 User5 User6 User7 Avg
805.55 214.16 0.11 3.71 68.79
$1,432.18 $21,420.71 $2.18 $70.53 $2,872.67
$370.55 $23.56 $0.11 $3.68 $41.77
$418.89 $49.26 $0.06 $1.86 $34.00
$150.66 $79.66 $0.01 $0.00 $3.47
3177.83 21787.35 2.47 79.78 3020.71
 BreakDown Of Total Labour Cost
User1 User2 User3
Phone 0.02 0.05 0.01
Email 0.03 0 0
Shrinkage 0.88 0.88 0.98
Adherence 0.05 0.03 0
Occupancy 0.02 0.03 0.01
Turnover 0 0.02 0
Total 1 1 1
Labour Cost
User4 User5 User6 User7 Avg
0.19 0 0.02 0 0.01
0.07 0.01 0.03 0.04 0.01
0.45 0.98 0.88 0.88 0.95
0.12 0 0.05 0.05 0.01
0.13 0 0.02 0.02 0.01
0.05 0 0 0 0
1 1 1 1 1
 FTE Wages and Benefits
Front line Staff Wages per hour
User1 User2 User3
InHouse Contact Center $23.00 $88.00 $598.00
Automobiles_heavy manufacturing 554
Strategy:Customer satisfaction 554
Size:FTES_0_100 554
Customer Base:B2B 554
Region:Americas 554
Support Staff wages per hour
User1 User2 User3
InHouse Contact Center $433.00 $1,762.00 $29,456.00
Automobiles_heavy manufacturing 7950.29
Strategy:Customer satisfaction 7950.29
Size:FTES_0_100 7950.29
Customer Base:B2B 7950.29
Region:Americas 7950.29
Benefit rate
User1 User2 User3
InHouse Contact Center 2% 10% 55%
Automobiles_heavy manufacturing 31.14%
Strategy:Customer satisfaction 31.14%
Size:FTES_0_100 31.14%
Customer Base:B2B 31.14%
Region:Americas 31.14%
User4 User5 User6 User7
$2,659.00 $484.00 $23.00 $3.00

User4 User5 User6 User7

$7,909.00 $11,512.00 $433.00 $4,147.00

User4 User5 User6 User7

88% 6% 2% 55%
 FTE Annual Salaries
Annual Trainer Salary
User1 User2 User3
InHouse Contact Center $76.00 $154.00 $9,898.00
Automobiles_heavy manufacturing 1475.71
Strategy:Customer Satisfaction 1475.71
Size:FTES_0_100 1475.71
Customer Base:B2B 1475.71
Region:Americas 1475.71
Annual Supervisor Salary
User1 User2 User3
InHouse Contact Center $45.00 $745.00 $5,844.00
Automobiles_heavy manufacturing 2441.57
Strategy:Customer Satisfaction 2441.57
Size:FTES_0_100 2441.57
Customer Base:B2B 2441.57
Region:Americas 2441.57
Annual Manager Salary
User1 User2 User3
InHouse Contact Center $67.00 $515.00 $5,548.00
Automobiles_heavy manufacturing 1806.14
Strategy:Customer Satisfaction 1806.14
Size:FTES_0_100 1806.14
Customer Base:B2B 1806.14
Region:Americas 1806.14
User4 User5 User6 User7
$15.00 $56.00 $76.00 $55.00

User4 User5 User6 User7

$5,484.00 $484.00 $45.00 $4,444.00

User4 User5 User6 User7

$5,456.00 $946.00 $67.00 $44.00
 Overall Industry and Strategy Breakdowns
1
2
3

CS
RG
CR
and Strategy Breakdowns
 Overall FTE Size, Customer Base, and Region Breakdo
0-100 FTEs 50
101-500 FTEs 25
501-1000 FTEs
1000-more FTEs

B2B
B2C

North America
Europe
Asia
er Base, and Region Breakdowns