(Operating budget/minutes) * Average handle time
If all calls/transactions are not treated and billed equally – which happens when transactions include different types (customer service, help desk, sales, etc), and media (calls, e-mails, collaboration sessions, etc.), then it will be more accurate to use your first approach:
(direct costs + indirect costs)/transactions
There are two challenges with this formula. The first is that you have to identify and quantify all direct cost categories that are not the same on a per minute basis for your various transition types. (All other direct costs can be distributed equally on a per minute basis.) The second challenge is to have visibility on indirect costs. It then becomes primarily a question of which indirect costs to include -- only those directly attributable to your department's activities or also those that are corporate overhead.
Occupancy and utilization charges are always included in total cost per call.
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