Call Center Staffing Calculator

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Call Center Staffing Calculator at ExpertCallers

12 years

ExpertCallers has over 12 years of experience in providing outsourced call center services. We specialize in providing reliable and scalable call center services at reduced costs.

Before we move onto the details of the costs of outsourcing call centers, let’s look at the various types of call centers:

  • An in-house call center which is hired by the company itself and operates within the organization itself
  • An outsourced call center where the operations are handled by a service provider hired by the company
  • A virtual call center where the agents work from remotely from various locations around the world and respond to calls on cloud

To help prospects figure out how much they need to invest in availing call center services from us, we have devised a call center staffing calculator or a call calculator. This calculator would provide you with the accurate estimation of:

The number of call center agents required to be hired
The total cost incurred for carrying out the desired services

All you need to know about the call center staffing calculator

Our call center calculator is free, and you can easily calculate the required estimates of the number of agents to be hired and the costs incurred. The user must provide the information about their service, call count, project, target country, shift coverage bias, and average handling type to get accurate estimates.

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Every smart business is focused on finding ways and means to eliminate costs. Considering the present scenario of customer service, most businesses end up spending a huge amount in that department. An effective way to make smarter investments in customer service as well as reduce costs is through outsourcing call centers. A better understanding of the costs and processes will help you to make the right decision for your business.

Basic Comparison Chart for Calculating Call Center Outsourcing Costs

# In-House Call Center Outsourced Call Center
Productive Agent Time 100% 100%
Non-Productive Agent Time:
  • Breaks
  • Coaching
  • Wait time
100% 0%
Supervisor/Manager for Customer Service Agents 100% Included in agent hourly rate
Quality Assurance 100% Included in agent hourly rate
Infrastructure:
  • Workstations/IT support
  • Telephony
  • Facilities
100% Included in agent hourly rate
HR Support including:
  • Recruiting
  • Payroll
  • Benefits Management
100% Included in agent hourly rate
As can be seen above, an in-house call center can be an expensive way of handling your sales and customer service requirements. Some of the overheads that exist in case of an in-house call center are:
  • Salaries and benefits
  • Hiring costs
  • Office space
  • Software and hardware
  • Training and quality assurance
  • Office supplies
When it comes to outsourcing your call center needs, there are many factors that come into play. These are:
  • Expected call volume
  • Duration of calls
  • Degree of support
  • Languages - Multilingual or English
  • Schedules - 24/7 availability or office timings
  • Channels - phone or multichannel

If you’re trying to weigh the advantage of outsourcing call center services over maintaining an in-house call center, then there are some terms which you should keep in mind:

Agent Hour

The major difference between the costs in an in-house call center and an outsourced one lies in the concept of agent hour. In the case of inhouse, you pay for 100% of an agent hour whereas, in the case of outsourcing, you only pay for the productive agent hour. This means that all the non-productive time such as coffee breaks or training time is not included in the cost. Generally, the productive time for an agent is considered to be 85% of an hour. For example, if an in-house call center agent costs $10 per hour, an outsourced call center agent will cost around $8.50 per hour, saving your business 15% of employee costs.

Full-Time Employee (FTE)

One of the direct benefits of outsourcing is efficient forecasting, staffing, and managing to reach maximum productivity and efficiency. Once you outsource your call center services, the agents will help you in

  • Utilizing the latest call center infrastructure for efficient call distribution
  • Managing flexible tasks for optimum efficiency
  • Offering training for efficient staffing during peak and valley periods
  • Operate a group of agents to reduce hours of operation

All these will help ensure a reduction in FTE while maintaining the same service quality. It’s generally found that outsourcing leads to a 5% reduction in FTE.

All-in

It’s important to know that the hourly rate per agent includes other associated management costs as well. This includes various heads such as on-going technology, human resources, and technology platform costs.

The prime fields/components of ExpertCallers call center staffing calculator:

Type of projects

You can leverage our ExpertCallers call center staffing calculator to know the accurate estimates of the following types of projects:

  • Inbound Calling
  • Chat Support
  • Email Support
  • Ongoing Outbound Calling Requirement
  • One-time Outbound Calling Requirement

Type of Services

Our users can get accurate estimates by using our call center staff calculator for a range of services. These services include:

  • Technical Service
  • Customer Service
  • Tele sales
  • Up-selling and Cross-selling Services
  • Order Taking Services
  • Tech Support
  • Answering Support
  • Appointment Setting
  • Lead Generation
  • Order Taking Services
  • Mail-Follow Up Services
  • Survey Report
  • Customer Support Service
  • Others

Countries targeted

By using our call center calculations, you can select the countries where you are planning to expand your business. Countries included in the list are:

  • USA
  • Canada
  • Middle East
  • Switzerland
  • Australia
  • Singapore
  • UK
  • Germany

Choosing shifts

We offer you the option to choose the number of hours and days you want to leverage our call center services. The options we provide are as follows:

  • 10/7 Shift - 10 hours of services, 7days a week
  • 10/5 Shift - 10 hours of services, 5 days a week
  • 24/5 Shift - 24 hours of services, 5 days a week
  • 24/7 Shift - 24 hours of services, 7 days a week

Estimated call count in a week

The user would have to provide the precise number of calls made to the customer per week.

Average time of call handling

The user would have to provide the exact numeric value of the minimum amount of time spent by the call center agent or the average speed of answer to cater to customer needs.

Types of Outbound Calling requirements

One-time Outbound Calling

Prospect number

In a chosen time-frame, the user would have to enter the total number of prospective leads.

Maximum number of attempts

If the prospective leads don’t respond on the first call, the agent is allowed to follow-up with the unresponsive leads for a maximum of 5 attempts.

Allotment of deadlines

The user would have to allot a maximum number of days as the deadline for the agents to make the outbound calls to the prospective leads.

Ongoing Outbound Calling

Predictive/ Manual Dialing

You have the option of choosing whether you want your method of calling to be predictive or manual. If unsure, you could choose the option “Do not know” to gain both the rates.

Requirement of head count

You need to have an estimate and enter the number of agents working or the call center occupancy for the outbound call center project.

Compute your costs and contact us to know more.


Frequently Asked Questions

You can calculate the number of agents with the help of an online Erlang calculator. You simply need to input the number of phone calls received by your agents along with the average duration of the calls and your preferred service level. The tool will automatically suggest the optimum number of agents required to handle that volume.

FTE stands for full-time equivalent and represents the total number of hours that 1 full-time employee completes during a fixed amount of time, like a month or a year.

To calculate the FTE, you must first add up the hours worked by part-time employees and the hours worked by full-time employees. You then divide the total hours worked by these employees by 2080 (or 8 hours a day x 5 days a week x 52 weeks a year). This will give you the FTE of the company for a year. Alternatively, you can use an online FTE calculator to calculate for shorter periods of time.

The Average Speed of Answer (ASA) can be calculated by dividing the total amount of waiting time by the number of calls received in a certain time period by your agents. For example, if there is a total of 100 minutes waiting time for 10 calls, then the ASA is 100/10 = 10 minutes.

Erlang is a mathematical calculator that can help you calculate the number of staff you require to attend a given number of calls to meet a fixed service level. (Service level indicates the % of incoming calls answered by an agent within a stipulated time frame).

On an average, a call center executive can handle 50 calls in a day. A setup with 30 executives can approximately handle 1500 calls.