Our Impact Calculator helps customer service leaders assess the payroll impact of service agents searching for files.
The methodology involves:
Step 1: Calculating Time Loss We evaluate the time lost when service agents search for case attachments.
Specifically, each case correspondence results in a certain number of lost seconds.
These lost seconds are multiplied by the number of cases each agent handles daily to find the total seconds lost per agent per day. We then convert this into minutes for clarity.
Step 2: Annual Risk Projection Assuming your support agents work 8 hours a day for 260 days a year, we project the annual risk. This projection is based on the daily minutes lost per agent, multiplied by the number of working days in a year (260, minus 25 days accounting for holidays and PTO).
Our 24/7 support model accounts for 350 working days. This projection is based on the daily minutes lost per agent, multiplied by the number of working days in a year (365, minus 15 days accounting for PTO).
Step 3: Converting to Payroll Risk To gauge the financial implications, we convert the annual minutes lost into hours. This figure is then multiplied by the hourly rate of your support agents to determine the annual payroll loss per agent. The additional cost of fully loaded salaries is not considered in this calculation.
Step 4: Team-Wide Risk Projection To understand the collective risk, we multiply the annual payroll loss per agent by the size of your support team, providing the yearly service team payroll risk. The additional cost of fully loaded salaries is not considered in this calculation.