Agent Waste Calculator
IT'S FAST AND EASY TO CALCULATE AVOIDABLE AGENT WASTE RIGHT NOW!




The only way to overcome waste is with automation. Now is the time to fight waste, by putting Consistacom in your 2008 capital budget plan. Most large Avaya call centers can pay for Consistacom automated agent management in under a year, simply by cutting waste.

Want to start saving sooner? Get the data you need to project your capital ROI while you start optimizing with our inexpensive compliance, analysis, and clean-up services. It is likely this year’s expense budget can cover them.

Contact Marilyn Clark at 866-716-5692 or mmclark@consistacom.com for a proposal.

Avaya Call Centers with Consistacom, Inc. work better!

This calculator shows the annual cost of misconfigured agents on your ACD. "Misconfigured" means the agent has at least one skill configured wrong. For an Avaya EAS or Advocate implementation, it can mean:

The calculator makes the simple assumption that misconfigured agents are assigned one skill for calls they are not trained for.

Call Handling Metrics

(All times are in SECONDS)
(A)
Average handle time for correctly routed calls (Across all agents and all skills)
(B)
Average handle time for agent initially receiving a misrouted call (the agent is not trained to handle the call)
(C)
Additional (not average) handle time for the correctly configured agent receiving a warm transfer from misconfigured agent

Workforce Configuration

(D)
% of agents misconfigured (Enter 5% as the whole number 5)
(E)
% of calls to misconfigured agents that must be transferred


Workforce Cost

(F)
Number of agents on payroll
(This is the entire agent payroll, not just the number of agent seats licensed on the ACD)
(G)
Average annual fully loaded cost of one agent
(Includes wages, benefits, office space, IT infrastructure, training, supervision, etc.)

Results

(H)
Total annual loaded agent workforce cost = (F * G)
(I)
% agent time wasted due to misconfiguration
= (B+C) / (A+B+C) * ((D * E) / 100)
(J)
Annual cost of wasted agent time
= (H / 100) * I


Minimize wasted agent time with Consistacom's Policy and Performance Agent Management - http://www.consistacom.com

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