cost to handle email inquiries

[Tracey]

Hello,
We have recently been asked to quote on providing email responses on behalf of one of our clients. We do not currently offer this service and are unsure about costing. I don't think it makes a lot of sense to cost email responses out by minute (like calls), since that will be virtually untrackable with our given applications. I think we'll end up charging by the email (ie. $x/email replied to).
What's everyone else doing?

[Matt Schmitz]

The last center I worked at used a per email pricing. The pricing was also on a sliding scale based on AHT. The reason for the sliding scale was to help motivate the client to build a solid KANA database our agents could use to answer the emails with. If the agents needed to edit the replies, it took longer, so we were paid more.

Make sure you put all of the loading into the pricing. Don't make the mistake of under bidding yourself. Most clients want a fair price - not over inflated but also not cut so much to the bone your site won't treat the contract with the attention and dedication it deserves.

Matt

[Gkoekemoer]

Hi Tracey,
My personal recommendation, if you don't have all the resources, would be to do the following:

Work out your current cost per call minute. Then, simulate the amount of time an agent spends on an email and round it up. I would also recommend you to offer an economy of scale option.

Although a generic approach, at least you ensure, with the minimum amount of MIS and supporting technology, that you at least cover your operating expenditure.

[jeffalbro]

Some call centers recommend that customers use e-mail rather than waiting on hold. I assume that this is because it is usually cheaper to respond to e-mail.

Is this true?

-Jeff

[Gkoekemoer]

Hi Jeff,
Brilliant point you make.
The way you word it is slightly incorrect. They prefer user to mail rather than phone to PREVENT them from possibly holding. This also allows the consultant to insert "canned" responses. This is a quality control measure on the part of the company itself.

This also allows a company, with the proper infrastructure, to automatically build a Q&A database; used properly, this will allow the various divisions in the company to focus and target their customers more appropriately.

I personally recomment E-Mail rather than Voice in certain cases. It allows the CC Manager more time to respond should there be a sudden influx of activity.

In terms of cost, it should approximately be the same. You need to weigh up the difference in price of running your PBX or running your leased lines. The best excercise again, would be to work out your cost per minute.

I hope this answers your question.