FTE and Per Call Billing Calculation

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2053

Written by Jonty Pearce

FTE and Per Call Billing Calculation

I need to know how to calculate (25 FTE’s) billing.

and

How to calculate per call billing.

Question asked by Shuabe

Take Your Total Cost and Divide By the Number of Staff

The simple answer is to work out your total costs across the year – including all overheads – and divide this by the number of staff, in your case 25 people. This will give you the cost per member of staff.

Once you have the cost for one FTE work the average number of calls handled per year. This will then give you a cost per call. Divide the cost per call by the average handling time and this will give you a cost per minute.

With thanks to Jonty

Author
Jonty Pearce

Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.

He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.

He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."

Connect with Jonty on LinkedIn

FTE and Per Call Billing Calculation

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FTE and Per Call Billing Calculation

Take Your Total Cost and Divide By the Number of Staff

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