Understanding Fully Bundled Agent Costs

Full Bundled Agent Costs…more than just an agent’s salary. 

The following are just some examples of the different internal costs a company will incur (in addition to agent salaries) when keeping their call center support inhouse as opposed to outsourcing.

Some of these items may not apply and some are a part of existing infrastructure, however many are relevant to companies as they analyze their existing internal call center costs against potential benefits of utilizing an outsourcer like First Call Resolution:

• Agent Salary
• Benefits
• Additional Agent Compensation (if any)
• Program Management and Supervision
• Quality Assurance Team
• Hiring / Human Resources
• New Hire Training
• Attrition Training
• Ongoing Agent Training
• New operating systems
• New browsers
• New hardware and peripherals
• Rent / Lease
• Infrastructure
• Personal Computer
• Cubicles
• Phones and headsets
• Switch / ACD platform
• Dialers (as needed)
• CRM / Incident Management Toolsets
• Electricity / Power
• Call Recording Technology and Data Storage
• Generators and Backup Facilities
• Telecom and internet flexibility
• Future Expansion
• IT Team and Programming
• Telecom / Call Routing
• IVR and VRU
• CRM tools
• Reports
• Other Systems
• Database Integration