Customer Service Evaluation Worksheet
Before Labor and Call Inputs Cost of Labor Hourly CS-Rep labor cost ($/hr) CS-Dept avg daily CS-rep Hrs paid (hrs/day) Avg CS-Dept daily labor cost ($/day) Call volume Number of calls per day (#) Avg call time (minutes) Avg Daily CS Call Time (Hrs/day) Other Customer Service Costs Daily Prize-based Incentive cost ($/day) Commission-based incentive rate (% Revenue) Daily commission-based incentive cost (% Revenue) Total avg daily incentive payout cost ($/day) Daily Customer Service Costs ($/day) Avg Customer Service Costs ($/call/day) Call Center Statistics CS-Rep Avg Daily Utilization (%) CS Dept Avg Daily "After-call-work" time (hrs): Impact projection Customer Service Impact Avg Revenue per call ($/call) Avg Revenue per day ($/day) Avg Cost per call ($/call) Avg Nominal Gross Profit per call ($/call) Daily Projected Nominal Gross Profit ($/day) Business days per month Monthly Projected CS Gross Revenue ($/Mth) Monthly Projected Nominal Gross Profit ($/Mth) One-time Implementation Cost CS-Representative Training Other one-time costs Total one-time costs Before $ $ $ $ $ $ $ $ $ $ $ 0.60 (0.60) (400.00) 21 (8,400) $ $ $ $ $ $ $ $ $ $ $ After 1.45 960.00 0.83 0.62 412.00 21 20,160 8,652 1,000.00 1,000.00 6 120,960.00 70,048.00 50,912.00 72.7% After
$ $ $ $ $ $ $ $ $
10.00 40 400.00 662 2.20 24.27 0% 400.00 0.60
$ $ $ $ $ $ $ $ $
10.00 40 400.00 662 2.20 24.27 100 5% 48.00 148.00 548.00 0.83
61% 15.73
61% 15.73
Usage Notes: o o Green and Gray c evaluation tool.
Computed Breakeven
As-of Month: Revenues Costs Net Profit (Revenue - Cost) ROI © 2005 Digital Trust, Inc. $ $ $ 6 $ 50,400.00 $ (50,400.00) $ -100.0%
Procedure: Step 1: "Before" column. (Y Step 2: fields of the "After" c Step 3: (Green and Gray) fie
o Side multiple scenarios, s service practices or input fields are prese corresponding "Befo
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corresponding "Befo
This tool is for estimation purposes only. MEC makes no warrantees or representations about its accurac
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CS-Rep Labor Cost - Quick-calc CS-rep Avg Hourly Wage CS-rep Avg hours/week Avg Wkly Labor cost per CS-Rep
$ $
12.31 20 246.20
Avg Revenue per call - Quick-calc Avg Daily Revenue resulting from CS calls ($/day) Avg # CS calls handled per day (#/day) Avg Revenue per call ($/call)
$ $ $
960 662 1.45
Usage Notes: o Yellow cells are for entering input data. o Green and Gray cells are computed values generated by the evaluation tool. Procedure: To perform a pro-forma change impact projection: Step 1: Collect and enter data for baseline Input fields in the "Before" column. (Yellow). Step 2: Determine values for projection and enter them in the input fields of the "After" column (Yellow) Step 3: Compare projected values of interest in the computed (Green and Gray) fields in each column. o Side-by-side columns are intended to facilitate comparison of multiple scenarios, such as Before vs. After a change in customer service practices or procedures. Accordingly, many of the "After" input fields are preset to populate with the same value as the corresponding "Before" fields.
corresponding "Before" fields.
sentations about its accuracy or usefulness
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