We are looking to find the best practice or industry supported way to calculate cost per case. Whil
Hamza Khan
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The answer will depend on the complexity of the cases and other factors.
How long does each case take to resolve?
How many cases can an agent/engineer accept and work on their backlog during their shift?
Are there dependencies from other teams/departments to resolve a case?
Where is the support staff located?
What is your support model and associated SLA's?
Do you have a need for 24/7 coverage?
Are your support staff in high or low cost locations? Have your maximised your support staff across shifts in lower cost locations?
Put out an RFP and allow bids/pitches from vendor companies who are interested in doing the work. They will provide estimates by including their margins.
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