Total email/phone requests process hours per year | 3002 |
Percent of service requests closed at the Help Desk | 52% |
Status Requests process hours per year | 394 |
Web submit usage in first year | 19% |
Total time savings in Help Desk by the end of first year (hrs) | 517 |
Total savings (Help Desk + Customers) | $135,164 |
Current Situation |
Year 0 | Year 1 | Year 2 | Year 3 | Year 4 |
---|---|---|---|---|---|
Email/Phone Processing Analysis | |||||
Total Calls/Day | 228 | 230 | 262 | 273 | 284 |
Total Calls/Day (Less Status Req) | 201 | 212 | 246 | 259 | 273 |
Total Email/Phone Submits/Day | 221 | 186 | 141 | 123 | 99 |
Days Per Year | 247 | 247 | 247 | 247 | 247 |
Time Per Email/Phone Submit (Min) | 3.3 | 3.3 | 3.3 | 3.3 | 3.3 |
Email/Phone Processing Time/Day (Hrs) | 12.2 | 10.2 | 7.8 | 6.8 | 5.5 |
Total Email/Phone Process Hours Per Yr | 3004 | 2531 | 1922 | 1669 | 1350 |
Percent Calls Closed @ Help Desk | 52% | 52% | 53% | 54% | 55% |
Status Requests Analysis | |||||
Total Status Requests/Day | 27 | 18 | 16 | 14 | 11 |
Time to Process Status Req. (Min) | 3.5 | 3.5 | 3.5 | 3.5 | 3.5 |
Total Status Req. Time/Day (Hrs) | 1.6 | 1.1 | 0.9 | 0.8 | 0.7 |
Total Status Req. Time/Year (Hrs) | 394.2 | 265.1 | 226.5 | 196.7 | 163.7 |
Salary Analysis | |||||
Salary of Help Desk Tech./Hr. | $21 | $22 | $23 | $24 | $26 |
Benefits of Help Desk Tech./Hr | $6 | $7 | $7 | $7 | $8 |
Salary of Help Desk Consultants/Temp/Hr. | $38 | $38 | $40 | $42 | $44 |
Avg. Weighted Salary of Help Desk Techs./Hr. | $27. | $28. | $30. | $31. | $32 |
Cost of Email/Phone Processing | |||||
Salary Cost for Email/Phone Processing | $81,488 | $71,330 | $56,739 | $51,592 | $43,704 |
Salary Cost for Status Request | $10,692 | $7,472 | $6,686 | $6,080 | $5,297 |
Total Help Desk Salary Cost | $92,179 | $78,802 | $63,426 | $57,672 | $49,001 |
Annual Additional OT Charges | $15,756 | $12,605 | $10,084 | $8,067 | $6,454 |
Total Help Desk Salary w/ OT | $107,935 | $91,407 | $73,510 | $65,739 | $55,455 |
End User Cost Analysis | |||||
Number of Customers | 1,200 | 1,250 | 1,300 | 1,350 | 1,400 |
Customer hours lost per call | 0.50 | 0.50 | 0.50 | 0.50 | 0.50 |
Customer Annual Days Training | 2 | 2 | 3 | 4 | 4 |
Annual Burdened cost per person | $100,000 | $100,000 | $100,000 | $100,000 | $100,000 |
Savings Analysis |
Call Handling Savings | Year 0 | Year 1 | Year 2 | Year 3 | Year 4 |
Actual & WEB Usage | 0% | 19% | 46% | 55% | 65% |
Cost to process calls without ARWeb | $81,488 | $85,420 | $101,921 | $111,210 | $121,122 |
Reduced Customer Turn Around Time | |||||
New Requests: | |||||
Mins. per call-Now | 3.3 | 3.3 | 3.3 | 3.3 | 3.3 |
Mins. per call-w/ WEB Submit | 0.4 | 0.4 | 0.4 | 0.4 | 0.4 |
Status Requests: | |||||
Mins. per call-Now | 2.7 | 2.7 | 2.7 | 2.7 | 2.7 |
Mins. per call-w/ WEB Query | 0.5 | 0.5 | 0.5 | 0.5 | 0.5 |
Total Savings - $ | $64,323 | $63,138 | $70,946 | $82,622 | |
Reduced Time to Process Calls | |||||
New Requests: | |||||
Mins. per call-Now | 3.3 | 3.3 | 3.3 | 3.3 | 3.3 |
Mins. per call w/ WEB Submits | 0.4 | 0.4 | 0.4 | 0.4 | |
# of WEB Submits Per Day | 35 | 65 | 68 | 65 | |
Status Requests: | |||||
Mins. per call-Now | 3.5 | 3.5 | 3.5 | 3.5 | 3.5 |
Mins. per call w/ WEB Inquery | 0.0 | 1.0 | 1.0 | 1.0 | 1.0 |
# of WEB Status Calls/day | 0 | 9 | 8 | 7 | 6 |
Total Savings - $ | $70,842 | $76,596 | $84,102 | $94,266 | |
Total Time Savings in Help Desk (Hrs) | 517 | 858 | 877 | 830 | |
Total Savings-Call Handling | $135,164 | $139,734 | $155,048 | $176,888 |