Call Service Costing: Do Cloud-Based Call Services Really Save Money?

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Call Center - Do Cloud-Based Call Services Really Save Money
When it comes to saving money, does cloud-based call service an ideal option for businesses?

To determine if using a cloud-based call service provides a positive ROI, it’s necessary to take an in-depth look at the entire employment lifecycle at your company – but who has the time?

Below is a comprehensive cost-benefit analysis looking at the entire hiring and firing process when you consider switching to a cloud based call center. For this guide, we will assume that your HR assistant or administrative staff is making $17.00 per hour, your HR manager is making $20 per hour, and the available call center position is paying $14.00 per hour.

What Does Cloud-Based Call Service Bring To The Table?

Call Center - Do Cloud-Based Call Services Really Save Money
When it comes to saving money, does cloud-based call service an ideal option for businesses?

Talent search

When it’s time for you to hire a qualified new employee, the typical process involves an HR assistant or administrative staff member who can create or update a job description and post it online or in print. Then they will collect and review resumes to narrow down the pool for appointment-setting and coordinate the appointments with the candidates.

They may also answer questions, reply to emails and social media requests, print or save files, and report progress to the HR manager. With only one person performing these activities for just one job posting, you could conservatively guess at least 10-12 hours spread out over two weeks for roughly $200.

Interview process

You might complete a total of four interviews involving your HR manager, another manager also making $20 per hour, and one other employee crucial to the decision-making process. You might bring one or two candidates back for a second or even a third interview.

Assuming each interview lasts only one hour and your HR assistant spends time coordinating and following up, you could be looking at a labor cost of almost $400 for everyone involved. This is assuming the interviewee accepts the job, and you don’t wind up going through the process again.

Employee pay and benefits

Assuming you’ve offered the job at $14 per hour, you’ll be looking at an annual salary of just over $29,000. Typical allowances for taxes and benefits amount to roughly 1.25 percent of the annual salary, so you can assume a total salary cost of $36,400.

Don’t forget that your HR manager and/or HR assistant will be spending time enrolling your new employee in various programs and completing reporting requirements. Tech staff might be setting up system logins and new computers, and other management staff will likely be taking time to train or onboard your new hire. So add in another $300 for each employee significantly involved in the process; in this case, we’ll add $600.

Logistics

Call center employees will need a phone, workstation, computer, and there will be an increase in various office supplies (depending on the size of your office). Everything from toilet paper and paper towels to coffee or ink and toner should be included in your cost estimate.

Additional software licenses for things like antivirus, CRM, or word-processing software may also cost extra depending on your user licensing plans. Assuming you need to create a complete workstation from scratch, you should estimate $3,500 for hardware, equipment, and cubicle furniture, $250 for additional licenses, and another $500 for annual office supplies and utilities.

Leave and termination

When your employee is out sick or goes on vacation, does someone else at your organization need to pick up the slack? If so, three weeks at $14 per hour amounts to $1,680. If your employee quits without adequate notice, add another two weeks of workload assistance while your HR staff attempts to find a replacement, to the tune of $1,120.

While there can often be additional cost factors and complications, we are now up to an annual cost estimate of $44,650 for a position that will pay an annual salary of $29,120. You can tailor this exercise to your own process to arrive at a more accurate figure, but you can also see how much time and money outsourcing will save your existing employees as well.

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