Having been in Private Sectors Contact Centre for over 10 years, I've always had the luxury of a New Business Team who would calculate costs per contact and tender for business on that basis.
I am now in Public Sector & the Contact Centre has been established for a little over 2 years now, but with no realisation of cost per contact.
I am sure if our operation were moved into Private Sector we would not break even and therefore want to do a personal project to find out what our cost per transaction is.
Does anyone have any advice, or a formula they use for this purpose?
I have Inbound & Outbound calls, emails, scanning of faxes and I/B & O/B letters to cost.
Many Thanks in advance.
I am now in Public Sector & the Contact Centre has been established for a little over 2 years now, but with no realisation of cost per contact.
I am sure if our operation were moved into Private Sector we would not break even and therefore want to do a personal project to find out what our cost per transaction is.
Does anyone have any advice, or a formula they use for this purpose?
I have Inbound & Outbound calls, emails, scanning of faxes and I/B & O/B letters to cost.
Many Thanks in advance.
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