On Tue, 2 Jan 2001, Moshe Zadka wrote:
> Common wisdom says that an employee costs to the employer (*without*
> considering equipment the employee uses) about twice the salary (bituach
> leumi, etc.)
this "common wisdom" is commonly partially correct for full-time eployees
for which the employee also pays for other expenses (e.g. "pensia"/"kupat
gemel"/"bituach menahalim", "keren hishtalmut", etc). _most_ support
employees are part-time employees, payed by the hour, and don't get other
benefits, perhaps except for bus/taxi expenses. thus, don't double the
number. plus, if you'll make the calculation for a regular employee,
you'll see that the extra expenses don't realy double the salary (make
that calculation and find that out). also, the space floor used by _most_
support personel is re-used, due to the work in shifts.
also, the staff that's performing the call collection is normally
untrained people ("merkazanim) that don't get such a high salary either,
and they handle _many_ calls an hour, simply cause all they need do is
write down numbers and customer details. that adds up a very small ammount
on a per-call bases.
> I'd guess the salaries for support people are ~10$. Not high for the industry,
> but quite reasonable for a high-tech worker. Double it, 20$.
> Add equipment, management and similar things and you'll easily reach 40$
> an hour.
how exactly did you get to that? this is a rather wild guess. how many
managers per employee are you assuming here? are they spending full time
just on support personel/infrastructure, or they spend it also on other
activities, which shuld NOT be accounted as support expenses? about the
expenses, lets see. i assume 3 shifts a day, with the nigth shift only
occupying 1/3rd of the poeple in the two day shifts. thus, each
_end user_ computer is used by 2.33 employees - each day. we also
assume a smaller number of support personel on weekends (3 shifts),
so we reduce the number from 2.33 to about 2.2 "virtual 8 hours
per day" employees per computer. suppose these employees salary expenses
are about 12$ an hour (including drive expenses - and remember that
bituach leumi is taken from the employee's salary, not from the employers
salary), and assuming a new computer needs to be bought once a year (in
reality, i guess they are replaced far less often, and mostly, the screen
is not replaced every year for sure. mostly, you have extra expenses
for replacing mice and keyboards often due to their heavy usage. we'll
have to count that later on). if such a computer costs about 1000$
about 18 hours a day for 364 days a year, which is 6552 hours per
year, that adds about 10 cents per hour. now you should add expenses
for the area that the support employees occupy. this includes rent,
"arnona", cleaning, fixing, etc. even if these expenses get to about 30$
per squared meter per month, and that each employee occupies about 3
meters by 3 meters - which is 9 square meters, so its extra 270
$ per month for our 2.2 "virtual 8 hours a day" employees, which work
about 540 hours per month, this adds up to 2$ per employee hour (in
realirty, there is far less space per employee, and i'm not sure that the
30$ per squared meter figure is correct either). add to that water,
electricity, snacks, toilet paper, etc, you won't cross the 15$ per hour.
even if you calculate the price of CRM software and server(s), it'll add a
very little ammount (few cents at most) to our per-hour calculation.
regarding management costs, i'm not sure how many full-time managers
(and part-time shift managers) are employed per support personel, so i
cannot figure hour much that adds to the price of an hour.
> Now,
> people do not have 100% productivity, so you need to up it to 60$ an hour.
> A support call can easily take up 0.5 an hour *employee time* (meaning,
> overhead from other stuff, trying to call the customer back, etc.).
now, the average time a support call takes - that's a very variable
number. also the ammount of time from a shift that an employee is actually
busy is hard to calculate either. support shifts tend to be quite pressed,
except for the off-pick hours. if this wasn't the case, you wouldn't have
had to often wait for someone to call you back - would you? they'd just
pass you to the next free supporter. so i'm not sure that adding 50% for
"not 100% working" is a correct figure.
> So 40$ doesn't sound that unreasonable to me.
>
> > Of course, the ISPs know the *real*
> > statics very well, and can see that giving support is good for them.
>
> Giving support is goodfor them for another reason: if I can't connect
> to my ISP, and he won't help me solve it, I'll stop using the ISP.
> So even if they lose money on support, they still need to give it,
> otherwise people won't use their other services (such as connecting
> through them to the internet...)
>
> For exactly the same reason Bezeq loses money on 144: every number
> they give means more calls made.
i'm not sure bezek is loosing that much money on 144. they currently
charge about 2 NIS per call to 144 (i.e. 8 old "peimot mone" per call, or
whatever these units are called now). if an average call takes about 1
minute, and an employee handles 30 calls an hour..... :)
in general, what i'm trying to show here that these calculations take a
lot of assumptions into them. some of these assumptions could mean making
the result very different from what another assumption would yield.
the only real way of making this calculation, is turning a support unit
into a seperate expenses unit, and look at their expenses. ofcourse then
you loose from the fact that since its not a seperate unit, they get some
savings on their expneses, which the company makes for other reasons as
well (i.e. the toiler room serves all employees, not just support
personel, etc).
--
guy
"For world domination - press 1,
or dial 0, and please hold, for the creator." -- nob o. dy
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