Cost per minute for inbound, email, webchat

[nagaraja.p]

Hi All,

I want some help in calculating the cost per minute for inbound voice campaign, email, webchat. I would appreciate if anyone could share the cost calculation.

Please email me at: nagaraja.p@genisys-group.com

Regards,
Nagaraja.P

[JoeB]

The “cost” side of the equation should be calculated in accordance with your organization’s cost accounting practices. In addition to fully-burdened labor costs, there are cost items that may or may not be considered call center costs (and some may be already included in overhead costs). These include IT capital costs, IT maintenance costs, opportunity costs, amortization methods and others. See http://www.diagnosticstrategies.com/papers.htm for additional perspective.

Joe

[syamnt]

Hello !!
I suggest that try to understand these below mentioed costs at outside of India and then start looking for a business. I'm sure that after understanding the seriousness and teh key of the business you wud have taken decision on this.



http://www.callcenternews.com/resou...tats_size.shtml
The average cost of handling a call in a telephony-based center ranges from US$50-74, and the average cost falls 43% in a web-based call center.


http://www.incoming.com/industryfacts/performance.html
According to supportindustry .com and Help Desk 2000, the average cost per call for 75% of the support organizations they surveyed is $25 or less. The analysts expect this cost to fall to $18 per call within three years as a result of e-support technologies.

http://www.callcenternews.com/resou...tats_misc.shtml
Cost of a typical telephone call: $2-5 each. Cost of a typical web transaction: $.25-$.50 each.
One live call = approximately 10 web transactions.



http://www.benchmarkportal.com/news....taf?topicid=19
Is there any data on the cost of answering a customer's inquiry by phone, e- mail, fax, regular mail and through on-line self-help?

Answer

We have polled call center managers and Webmasters, and have averaged their results across industries as follows:
a) telephone=$3 to $4 per inquiry, b) e-mail = $15 to $20 per inquiry, c) fax = $25 to $35 per inquiry, d) regular mail = $25 to $35 per inquiry, e) Web site = $0.50 to $1 per inquiry.



http://www.callcenternews.com/resou...tats_size.shtml

$700 billion in products and services were sold through call centers in 1997 and this figure is expanding by 20% annually.


According to www.lefo.ro/iwlearn/pdf/gnp.pdf, World GNP (total products and services sold) in 2000 was approximately 19915669000000, thus the percentage of goods and services sold through call centers is 3.514820416025191 (my own calculation).

You may find more information by browsing sites listed at
http://directory.google.com/Top/Bus...s/Call_Centers/

or searching Google for "call center statistics OR metrics".