In-House Call Center Costs
Annual Cost
Agents
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When calculating your total cost for agents, include:
- Hourly wage/salary
- Recruiting
- Incentives
- Payroll Taxes
- Benefits
- Operational Maintenance
- Overtime
Support Staff
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When calculating your total cost for Support Staff, include:
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Senior Management
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When calculating your total cost for Senior Management, include:
- Executives
- Operators
- Site Directors
Facilities
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When calculating your total cost for Facilities, include:
- Real estate/building
- Leases
- Maintenance
- Workstations
- Equipment
- Security
- Custodial
- Utilities
Technology
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When calculating your total cost for Technology, include:
- Telephony
- Hardware & Software
- Maintenance – Service Contracts
- CRM and WFM Tools
- Automation
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