Cost Estimates for call center

. Call Center shall work from 6.00 AM to 10.00 PM in two shifts –

     (Morning Shift from 6.00 AM to 2.00 PM & Evening Shift from 2.00 PM to 10.00 PM)

2. During 10:00 PM to 06:00 AM, the calls will be diverted to IVRS system  and  pre-recorded message will be played.

3. No. of seats in the Call Center shall be 10 (5 for Hindi & 5 for English).

4. Full capacity utilization of the agents in handling of calls assumed.

5. Average call duration is 10 minutes

6. Average conference calling duration during each call is 3 minutes.

7. Duration of IVRS call for playing message during off time is 2 minutes

8. The estimated cost of hiring of Call Center capacity including Agents is Rs.  22,000/= per month per shift.

9. Taxes shall be applicable on the estimates costs. Presently, Service Tax  @ 10.3% is applicable on call center services.

10. All call charges, rentals, discounts are as per BSNL/MTNL tariff published  in their respective websites. These tariffs for call charges are normally nnegotiable.

Details of Cost Estimate

A) Hiring of Existing Call Center Capacity from the Market

Monthly Cost per 8-hour Shift                                           Rs. 22,000

No. of Shifts     20

Monthly Shift charges  Rs.                                                   4,40,000

  

B) Development & Maintenance of CRM & MIS Application Software

Initial one-time cost for software development              Rs. 7,00,000

Recurring Annual Maintenance Cost                              Rs. 1,50,000

C) Connectivity Charges

 

i)  One time Registration Fee for PRI connection          Rs.  1,10,000

    (This can be negotiated with MTNL/BSNL for waiver)

ii) Monthly Fixed Telephone Charges

incoming lines 30 channel connection monthgly    5000rs

out going lines 10                                                     2500rs

totel                                                                           7500rs

iii) Monthly Call Charges for 1800-xxx-xxxx Toll Free Phone

        

 Live calls handled per month per shift assuming full capacity utilisation  and average call duration of 10  minutes per call -  1,440

 Live calls handled per month in 20 shifts -   28,800

 Total estimated calls per month     28,800

 IVR calls (2 minutes each) per month assuming 50 calls per day-   1,500

v) Monthly Internet Charges    

Business Unlimited Download 2 Mbps Multiuser  

Broadband Connection Monthly  Charges  Rs.       15,000

   

  

Estimated Monthly Fixed Telephone Charges   Rs. 7,500

Estimated Monthly Toll Free Call Charges   Rs. 5,23,800

Estimated Monthly Outgoing Escalated Call Charges   Rs. 86,400

Estimated Monthly Internet Charges    Rs. Total Monthly Connectivity Charges    Rs. 6,32,700

   

 Annual Connectivity Charges   Rs. 75,92,400

Estimated Cost of Training of Call Center Agents