We are looking to find the best practice or industry supported way to calculate cost per case. Whil



  • Hamza Khan

  • 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.

    edited May 13