...and you must factor in the costs to your company for the overstaffing required to attain a 95% service level. 80/20 is the 'standard', for lack of a better word, and requires accurate forecasting and very good schedule adherence to maintain a reasonable outsource profit. As overstaffing to a 95% CSL is going to do nothing but cost you money, your client must be willing to pay for it.
A few figures that I hope will help:
1. Assuming a minimum of 125 seats, an 80/20 CSL will allow you to run between 80-85% occupancy.
2. Assuming the same 125 seats, a 95/30 CSL will only be accomplished at a 60-65% occupancy.
3. Both of these figures assume a forecasted call volume that is within 5% of accurate on a daily basis.
4. If your center is <125 seats, the occupancy figures will be significantly lower.
As this is a sales organization (mail-order), they want to maximize the number of contacts in order to maximize the number of sales, which is reasonable. You may wish to counter this with a promise of a higher conversion rate, or even a higher revenue per sale figure. But I agree with Adelle: put a stake in the ground. The costs to you for achieving a 95/30 must be accounted for in the contract negotiations.
Hope this helps.
Brent |