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:
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:
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.
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.
|#||In-House Call Center||Outsourced Call Center|
|Productive Agent Time||100%||100%|
|Non-Productive Agent Time:
|Supervisor/Manager for Customer Service Agents||100%||Included in agent hourly rate|
|Quality Assurance||100%||Included in agent hourly rate|
||100%||Included in agent hourly rate|
|HR Support including:
||100%||Included in agent hourly rate|
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:
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.
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
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.
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.
You can leverage our ExpertCallers call center staffing calculator to know the accurate estimates of the following types of projects:
Our users can get accurate estimates by using our call center staff calculator for a range of services. These services include:
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:
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:
The user would have to provide the precise number of calls made to the customer per week.
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.
In a chosen time-frame, the user would have to enter the total number of prospective leads.
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.
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.
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.
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.
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.