See how Zoom’s customer experience platform can help you reduce operational costs, improve satisfaction, and retain agents. Take the assessment to:
Please choose an industry
Choose a country
The total number of people who regularly assist customers.
Enter the number of customer service agents.
Fully burdened cost includes base pay, benefits, employer-paid taxes,
and other direct employment expenses.
Enter the hourly cost per agent.
Estimate the total number of inbound chats handled over the past year.
Use an annual total or multiply your monthly average by 12.
Enter annual inbound chats.
Estimate the total number of inbound calls handled over the past year.
Use an annual total or multiply your monthly average by 12.
Enter annual inbound calls.
Average time agents spend on a customer interaction, including talk time and after-call work. Calculate by taking the total handle time and dividing it by the number of interactions handled.
Enter average handle time in minutes.
Estimate the average time agents spend on activities such as drafting notes, completing follow-ups, or updating systems after an interaction ends and before they begin the next one.
Enter average after-call work in minutes.