Cost of Wasted Call Time Calculator
A few avoidable seconds on every call adds up fast — and most of it comes from systems, processes and scripting, not the agent. Model the true, fully-loaded cost in dollars and full-time-equivalent capacity.
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How this is calculated
Your fully-loaded annual cost per agent (salary plus on-costs plus overhead) is divided by the number of productive minutes an agent actually delivers each year — paid time minus shrinkage. That gives a true cost per productive minute, which is typically well above a simple wage ÷ 60. We then multiply by your avoidable seconds and total call volume. The FTE figure expresses the same lost capacity as full-time agents. All defaults are editable — adjust them to match your operation.
Estimated annual cost of avoidable time
Figures are estimates for planning and discussion. Adjust the inputs to reflect your own operation.
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