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VariablesValueConstantsValue
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Ticket volume for the last 12 months84000Number of work hours per year2080
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Current support agents40Agents utilization70%
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Agent's annual salary in average$60 000Shrinkage1,1
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Total annual labor costs$2 400 000,00Expected AHT improvement after KCS adoption25%
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Calculated Average Handle Time (AHT), hrs0,63Expected Deflection rate after KCS adoption30%
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Forecasted % of annual volume growth25%
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Forecatsed # of agents50
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Forecasted annual costs$3 000 000,00
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Expected AHT after KCS adoption, hrs0,47
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Expected ticket volume considering deflection rate73 500
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Expected # of agents27
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Headcount saving-23
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Expected costs $1 620 000
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Cost saving-$1 380 000
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