A Quick Guide to Comparing In-House Vs Outsourced Contact Center Costs

If you’re already managing an in-house contact center, you know that navigating the natural peaks and valleys of call volume presents a complex challenge when calculating call center costs. You know that the ratios and formulas are multifaceted, which can make a direct comparison between in-house and outsourcing a little difficult.

When you need to present a business case complete with outsourced contact center costs, you need to break down the numbers in a way that makes sense. Below, we look at the multiple factors that go into the call center cost comparison.

Productive vs. Non-Productive Agent Time

In addition to investing in agent recruiting when you staff and train an in-house team, you’re paying for every minute of the time they’re there. From the moment they enter the office, their time is spent settling in for the day, taking calls, taking breaks, engaging in training and coaching activities, as well as the time spent in ready waiting during lulls in arrival patterns. Each minute affects your bottom line.

In sharp contrast, when you outsource your contact center, you’ll only be paying for productive agent time. Typically, you can project an estimated 85% productivity rate, so instead of paying 100% of your agent’s work hour, you can cut those hourly costs by about 15%. That represents significant savings right out of the gate.

Management of Call Center Agents

When staffing your in-house contact center, you’ll also have to hire front line supervisors or coaches as well as program managers for the team. In doing so, you’ve just added yet another line to your call center budget.

In contrast, when you outsource your call center, program management costs (including those frontline supervisors) should be automatically included in the agent rate. (If your vendor doesn’t include program management in your per minute or per hour rate, we should talk… )

Reporting

Every successful call center needs to keep a painstakingly close eye on quality assurance. The metrics produce an abundance of data, and include factors like first-call resolution, response times, average handling time, customer satisfaction, service level, net promoter scores, and more.

A great contact center reporting team will go beyond the gathering of data to offering value-added analysis that supports your decision-making. Every call center needs information management professionals supported by appropriate tools and technology to fully leverage the data you absorb daily. Add at least two more budget lines to your in-house call center here. On the other hand, when you consider outsourcing your call center, this cost is usually already tied into the agent rate.

Call Center Infrastructure

With in-house centers, you’re on the hook for every component of the supporting infrastructure. These overhead costs include your facilities, telephony, workstations, and more; not to mention any IT staff you’ll need to hire to provide tech support.

This is a cost that isn’t going to go away – every three to five years, you’re going to start thinking about upgrading. Ask your tech team: major systems upgrades are expensive – both in terms of direct expense and the time and focus of your internal tech resources.

Once again, in an outsourced arrangement, the hard and soft costs of systems, maintenance, and upgrades are going to be carried by your call center partner.

Call Center HR Support

When considering your in-house contact center overhead costs, don’t forget the foundational expense of recruiting, payroll and taxes, and benefits management. Additionally, these costs can fluctuate depending on your turnover rate. And of course, the HR staff themselves need to be factored into your calculations.

As with all the above factors, HR expenses are by default included in your outsourced per minute or fixed rate.

Other Factors

Finally, there are a number of advantages you’ll gain from outsourcing that will add further value to your investment, which may not be realized through in-house efforts. These factors result in both reduced FTE and increased potential for overall call center success. They include:

Cutting-edge call center technology for efficient call distribution
Cross-training to maximize staffing for peaks and valleys of call volume
Shared pool options for lower volume hours of operation
Deep expertise in forecasting for maximized efficiency
Risk mitigation in the management of both human and technology resources.

Though this is an abbreviated guide, it should give you a good idea of how all your costs break down so you’re not left trying to compare apples to oranges. At Blue Ocean, we know that calculating costs can be a big headache. If you’re looking for some more in-depth insight on the math, don’t hesitate to contact us today at 902.722.3300.

Tech Support for Resolving Windows App Store Error 0×80070005

Windows App Store became highly popular with the arrival of Windows 8 OS. The Store contains a variety of apps, but it is also true that users have been facing issues while using Windows App Store. The most impacting Windows App Store problem is that the apps installation failure followed by some error codes such as 0×80070005. The online forums are full of queries, where users are asking for a solution. Thus, this article describes useful troubleshooting tips to fix errors related to Windows App Store.

If you too are not able to install a certain app from the App store because of the error 0×80070005, then this article will help you.

If you read the error fixing methods described on online forums, then you will observe that a variety of methods is being described. However, you will also notice that several users are not in agreement with those troubleshooting methods as they didn’t get their error fixed.

Online Tech Support Can Help

If you too have tried out certain do-it-yourself fixes and yet struggling with this error, then go for online tech support help.

By availing licensed computer repair services, you can get the error resolved by certified specialists. These certified specialists possess comprehensive knowledge about the reasons behind the error and thus, they can fix the issue promptly.
Error code 0×80070005 most likely occurs while one tries to install an app from Windows store. It can also transpire while one attempts to update the already installed apps.

If you have got the error and the error message has left no clue about what you should do next, then you must call a computer support firm.

However, if you wish to receive maximum satisfaction from the availed support service, then you must equip yourself with some information about the troubleshooting process applied by the support engineer.

On that note, this article outlines the professional method of fixing the error
0×80070005:

How the Tech Support Engineer Will Resolve the Issue

In the beginning, the PC support engineer will review the update service on your system to check whether or not it is running properly. The majority of times, the main cause of this error is faulty system update service. It is difficult to fix the problem with basic troubleshooting steps. Thus, it is advisable to avail professional computer repair services.

In the next step, the support specialist will review your user account permission type. For the successful app or update installation, you must be logged into the account (mostly Administrator account) that has the requisite permissions to execute the requested operation.

If lack of permissions is the reason behind the error, then the support engineer will perform the following troubleshooting steps:

• Launch the ‘Run’ dialog box by pressing ‘Windows’ + ‘R’ keys combination
• In the ‘Run’ dialog box, type the command: C:\Users\\AppData\Local
• In the command mentioned above, the refers to the name of the User Account and C refers to the system’s root drive.
• Typing the command will launch the ‘Local’ folder
• In the next step, the tech support engineer will open the ‘Packages’ folder
• Then, right-click on ‘Packages’ folder
• Next, select ‘Properties.’
• That will open the window for Packages Properties.
• Here, under the ‘Security’ tab, click on ‘Advanced.’
• A new window will open, here confirm the ‘full control’ to every username.
• If any username doesn’t have full control, then the PC support engineer will click on ‘Add.’
• Then click on ‘Select a principal.’
• Then type the ‘user account’ name in the Group box.
• Next, click on ‘Check Names.’
• Lastly, under the ‘Basic Permissions’ section, click the checkbox for ‘Full Control.’
• Then click ‘Apply’ and then ‘OK.’

Conclusion

If the user doesn’t have the right Windows permission, then error code 0×80070005 restricts the installation or updating of Windows Store apps. The computer support specialist will run the commands mentioned above and then provide full control permission to all user accounts to troubleshoot the error. Once, every user gains full control to the permissions, accessing the apps of the Windows App Store won’t be an issue.

Hi! I am Russell Winters, a prolific blog writer and keen author of articles related to computer security and solution for issues related to computers and mobile devices. Being associated with the reputed best pc tuneup service provider Qresolve, I have resolved thousands of tech issues for our customers from worldwide. computer virus removal My areas of interest are PC security, endpoint security system, router support etc. You can follow me for my useful remote computer support articles on Ezine and other article-oriented websites.

Managing the Family Blender – Making Blended Families Work

Do you own a blender in your home? If you do, what type of blender would you say you own? Is it small, medium, or large? Is it one of those high-tech blenders with multiple buttons with different speeds? Or is it an older style blender with just a few buttons with only two or three different speeds? I do own blender in my home. I would have to say it is a rather large blender. As the man of my house and the head of my house hold, I take it upon myself to be the manager of the blender in my house. You see, the blender that I am referring to is not the kind that you may think. I am actually referring to my family.

I have a blended a family. My wife and I both come from previous marriages. In each of those marriages, we produced children. When my wife and I met and fell in love, we decided to bring our families together to form one big family. We are what you might call the modern-day “Brady Bunch.” The blended family is much more common today than it ever has been. If not handled the right way, being a part of a blended family can be a nightmare. On the other hand, if properly managed, a blended family can form a bond that can allow for the removal of the “Blended” and can just be a family; a healthy, supportive, and loving one.

My wife is 100% Dominican. She was born and raised in Santo Domingo, Dominican Republic. She moved to the United States at an early age and lived between New York, New Jersey, and Texas. I am African-American. I was born and raised in Baltimore, Maryland. We are both ex-military and currently reside in North Carolina. Between my wife and I and our children, we bring three different ethnicities to the table. We also bring different upbringings, cultures, personalities, and attitudes as well. This can be a very stressful mix if the right frames of mind are not brought to the forefront. Luckily, my wife and I came to a very good understanding of how we want to raise our family. We both understand that we must have a sound foundation and that we must set the standards for our family and then stick by them.

We understand that bringing a blended family together is hard work and it takes great effort. It takes time for a family like this to gel together. It is not an overnight procedure. It is also very difficult to put a timeline on a process such as this. Each family dynamic is different and may take varying amounts of time to achieve the ultimate goal, which is a single, fully functional unit of love, respect and support for one another. We also understand that it takes plenty of fortitude to be able to manage the large mix of personalities and different attitudes, wants and desires. This effort has to be looked at as a life-long commitment to making the family work and everyone has to get on one accord and do their part. My wife and I made that commitment before we even got married and we recognize that putting the blender to work in our family starts with us. As the head of my house, I feel that it ultimately starts with me setting the tone.

Here are some concepts that my wife and I decided to incorporate into our family culture.

1) Rules must be put in place to develop discipline and responsibility. Once my wife and I agree on a house rule, we hold everyone accountable. Each child is held to the same standard. No one receives preferential treatment and everyone who violates a house rule is subject to the same punishment.

2) Communication on our part as parents is critical when dealing with our children. We have to always be in agreement with everything when it comes to the children. We never let any of our children play us against one another. Whatever my wife tells them, I back her up and vice versa. We never have disagreements in front of them. We save those for when we are alone and can talk things out in private.

3) Respect is huge in our family. There are all boys here in the house. I am tough on them when it comes to respecting the woman of the house. There is to be absolutely no disrespect of any kind displayed toward my wife at any time. It does not matter if it is her biological sons or her step-sons. I correct with haste, any actions that I deem disrespectful towards her. Teaching the boys how to respect women is a priority of mine and I will work hard to instill that quality in all of them. I demand respect as well, but the dynamic of my relationship with the boys is slightly different and I go out of my way to distinguish that difference with them.

4) Education is very important to our family. We try to instill the value of education into our children. We don’t just do that by word of mouth. We also demonstrate it through our actions. My wife is pursuing her undergraduate degree and I am working on a degree as well. They see us faithfully completing our school work as well as pursuing our career dreams. We want them to understand that they must work hard to achieve their goals and dreams. We make sure they understand that whatever they want to do or be, they can if they put their minds to it and work hard.

5) Family fun is necessary for bonding and just being able to unwind and enjoy being with each other. We consistently do family events together. Whether it is a cruise, sporting event, going to church or to a movie, a trip to one of our favorite restaurants, or just taking a drive to Baskin Robbins for some ice cream, we spend lots of time together doing fun things as a family. We work hard, so we should play hard as well. We also support one another’s individual events. All of our children like to play different sports. We all support each other in our individual events too. We want everyone in this family to know they have a support system at home that they can trust and depend on.

6) Love is the key ingredient that helps to make everything work. We try as hard as we can to create an environment that is full of love. My wife and I are very affectionate in our home. We show lots of affection in front of our boys so they can see it. I love my wife and I show her through my affections towards her. If they follow my example, my boys will also learn how to properly treat a lady, with kindness and respect. We also show plenty of affection towards the boys. We want them to know that we love them. We want them to understand that we desire to see all of them grow up to be happy and successful men.

Our overall goal is to ensure that our children have a safe, healthy, and loving environment where they can grow, thrive, and become well-rounded young men. We believe that the six concepts that we incorporated into our family culture have begun to reap great rewards. We still have a lot more to do and a long way to go, but we are well on our way to a great start in developing our family. I believe the same concepts can also be helpful to anyone who has a blended family.

Remember, nurturing a blended family is like making the perfect cake batter! Once you have all the ingredients, blend them together until you have a smooth mix. When the cake is baked in the oven at the right temperature for the right amount of time, you will have a nice looking, sweet-smelling, and great tasting dessert. This is the way I see my family, which is why I work so hard to make sure our family is built on unity, love, and respect. That is why I consider myself to be the manager of the blender in my home. Truthfully, every member of the blended family has to contribute in order to make the family a success. So in a way, each person is a manager of the family blender. Let the blender in your house work for you!