Cost per Call reporting

[bstexas]

I am trying to locate some information in an attempt to benchmark the methods other companies use to calculate Cost per Call information.

My company is currently beginning to outsource pieces of our Customer Service to an outsource center in the US and pieces of our Collections to an outsource center in Mexico.

If anyone can provide info on how they isolate expenses to certain call groups within a center (inbound call groups vs. support groups) and also how you would distribute your support expenses among internal call groups and also distributing a portion to the outsource center. The outsourcers that we are currently using handle the actual call, but any escalation or account follow up is handled by internal groups in our company.

Thanks
b

[Kerry Wilson]

Our cost per call is calculated using all of our controllable and non-controllable expenses and dividing by our total contacts, including emails. Once we have the average cost per call determined, we initially allocate expenses out by specialty group. Since our CMS application allows us to track the total volume by group, we can easily allocate the expenses back by to these specialty groups. The specialty groups are then responsible for allocating their expenses to the markets.

The remaining calls that do not fall into the specialty group category are allocated back to each market location based on their percentage of total households. We make the assumption that the same percentage of customers in each household will contact us on a consistent basis.

[troymass]

I would be happy to share with you some strategies for calculating these costs. I will also be happy to furnish you with some very competitive rates to benchmark against your current providers. Please call me at your convenience.

Troy Mass
Radiantsoftsol Inc
847-258-7020, xt.17
tmass@radiantsoftsol.com
www.radiantsoftsol.com