Need help in Call Center benchmarking!

[Crystal]

Hi!

I am new in Research and I was given an assignment on benchmarking. I need to know the benchmark on the ff:

Cost per Seat
Cost per Call
Cost per manned hours

Anyone can tell me where I can get these info? Will appreciate the help.........thanks! : )

[Steve Turton]

Hello Crystal:

If you get that type of information, would you please share it with me too.

Thanks,

Steve@telax.com
Virtual Call Center
www.telax.com

[mgery]

You have been given a big job. In order to calculate those items you will need information. Here are some questions to ask. If you can get that information, I can share with you what to do with it.

Cost per seat
1. Does this include housing (building, lighting, cubicles)
2. Does this include benefits?
3. What is the average salary of the individual in the seat?
4. Is education of the seat included in cost?
5. Is this per program?

Cost per Call
1. Refer to all questions above
2. What is the average number of calls per hour?

Cost per Manned Hour
1. Refer to all the questions above
2. Does this include management and support pesonnel?