Cfna Call Center

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1. What are the primary cost drivers that one should generally consider in call center operations? Primary cost drivers for that one should generally consider in call centers in call center operations include; number of shifts run, utilization, facility, geography, technology employed, and telecommunications equipment. There are some key differences in how these drivers affect the suppliers bidding on this contract. The suppliers in India allot a much higher percentage of their expenses to fixed costs as opposed to the U.S. and U.K. suppliers. This is much more noticeable in the areas of technology, where Indian companies incur costs that range between 28% and 31% of their total costs, while the U.S. and U.K. suppliers experience costs between 8% and 15% of their total costs. The percentage of cost for the Indian suppliers are generally higher for facility costs, sales & marketing costs as well as administrative costs, though to a much lesser degree than the difference in technology. However, while the U.S. and the U.K. enjoy an advantage when it comes to the percentage of costs that are for fixed costs, the Indian suppliers tend to have an advantage in the percentage of their costs that makes up the variable costs. The great majority of this cost advantage comes from the difference in labor costs where Indian companies have quite a large advantage. CSR labor costs for Indian suppliers is between 19% and 21% of their total costs while the U.S. and U.K. suppliers have costs between 60% and 74% of their totals. The U.K. may have a slight advantage over the U.S. in this area as well. The saving grace for the U.S. and U.K. suppliers is that their telecommunications costs average about 1% of their total costs, while the Indian suppliers range anywhere between 17% and 25%. The percentage of overall costs does not tell the entire story in this instance.

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