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 in-house 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