This past week at the Society of Workforce Planning Professionals (SWPP) Annual Conference in Nashville, TN, I spoke on the topic of Workforce Management (WFM).READ MORE >>
People frequently ask me how much the technology costs to successfully run a contact center. What I find interesting about this question is that people often think that the technology component of running a contact center is one of the largest portions of the total cost of operation…but it isn’t.
Experience has shown time and time again that there are four broad categories of costs in running a contact center business. Those four categories are:
In addition, experience has also shown that about 75% of the costs of a contact center are for the Contact Center Staff and Labor and the remaining 25% is divided among the remaining categories: Facilities and Overhead, Technology and Maintenance, and Telecommunications and Networking in that order. Go ahead and check the math in your contact center. How do you size up? To help you out, I have included a list of items for you to consider in each category when adding up the total cost of operating your contact center. Remember, some of these items are variable charges month to month, while others are fixed costs that must be spread across the year or month you are measuring.
Contact Center Staff and Labor
Contact Center Facilities and Overhead
Contact Center Technology and Maintenance
Contact Center Telecommunications and Networking
These items should get you thinking and cover the vast majority of the most significant costs of operating a contact center. As you can see, the technology investment is really only the tip of the iceberg.