A Primary Matters Total Cost of Ownership/ROI Analysis . . .
The Impact on Contact Center Budgets and Headcount of
Annual Budget Comparison, Capitalized Investment
|Year 1||Year 2||Year 3||Total over 3 Years|
|New Agent Hiring Practices||$213,976,916||$236,476,911||$262,111,613||$712,565,439|
|Difference between Baseline and New Agent Hiring Practices||$2,615,105||$4,985,928||$5,676,270||$13,277,303|
Total Average Quarterly Headcount
|New Agent Hiring Practices||5,376.9||5,459.6||5,547.1||5,633.0||5,730.6||5,839.2||5,952.7||6,071.1||6,194.4||6,322.2||6,453.8||6,588.7|
In creating this analysis, a moderately sophisticated customer support organization is used. It has multiple sites, and in this case, the agents totaled 5,000 at the beginning of the 3-year plan. This type of environment would be found in the health care, insurance, financial services or parts of the high tech industries. As such, there is significant new agent training required, in this analysis 10 weeks is used, before an agent is able to do useful work for the contact center.
The recruiting process is in-house in the baseline (before the transition). In the Scenario (after the transition to the new hiring practices), the recruiting process has been partially replaced with an outsourced recruiting process with a strong focus on targeting a much larger pool of potential employees and profiling them for two primary factors:
The costs of such hiring practices are higher. A portrait of the Baseline and Scenario agent profiles is in the following table.
at start of
|Base Pay||Total Comp,
leaving their job
Time on the
|New & Ongoing
|Agents in 1st
|833||$10.10 per $26,000 per
year Hour; $21,000
|4.17% per month,
3.12% in the
|24 Months initially; changing to 32 months under the new hiring practices||New employee Training - 10 Weeks; Ongoing Training per Year - 1 Week||5 vacations days; 10 Holidays; 3 Unplanned Absence Days;|
more than 1
year on the
|4,167||$12.50 per $32,000 per
|60 Months||Ongoing Training per Year - 5 days||10 Vacation days; 10 Holidays; 3 Unplanned Absence Days;|
The employee population for the customer contact centers, before changing the new agent hiring practices, is shown in the following table.
As a note, the Supervisor to Agent Ratio is roughly 14.5, with a 1 to 12 ratio for 1st year agents and a 1 to 15 ratio for agents with more than 1 year of experience.