Chat Concurrency Cost Calculation

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Chat Concurrency Cost Calculation

Assuming you have a concurrency of 1.7, an AHT of 20 mins and a CPM of .18 cents per minute, what would be the chat total chat cost per chat? How would this be calculated? Please illustrate.



Call Centre Helper

Divide by concurrency
Hi Dave

Would you multiply or divide by 1.7 With concurrency one advisor can handle multiple chats at the same time.

I was working at it ...
I was working at it from the cost side as the question was cost per chat.

I see your point about concurrency, but for an exact cost I would factor the full cost.

Jeff as Jonty says, if you wish to allow for the cost on concurrency exactly the equation changes as he says to:

Both are *technically* correct :-) Bit like shrinkage, Service Level or IOT calculations, depends exactly what you are looking for!


Dave A

Concurrency doesn't necessarily associate with efficiency, lower cost or better customer experience. It still takes the same amount of time to deal with a customer whether it is concurrent with another customer chat or not. The customer experience however will be a transaction that takes longer than if he/she were being dealt with 1:1.

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