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The BPO Productive Agent Cost and Pricing Model
Price agents based on productive hours, not paid hours.
Most BPOs understand agent pay.
Productive-hour cost is harder to see without modeling it explicitly.
PTO, holidays, training, QA, meetings, and support roles quietly distort pricing. When those hours aren’t modeled correctly, margins disappear even when volumes grow.
This Excel-based model helps BPO operators calculate a defensible production-based cost and build pricing that holds up as teams scale.
This model is available to qualified US-based BPO companies. Complete the form at the bottom of this page to request a working copy.
Customized models can be created -- just contact us!
What This Model Does
✔︎ Separates paid, productive, and billable hours
✔︎ Makes non-productive time visible
✔︎ Shows the real cost of agent output
✔︎ Supports consistent pricing decisions
No benchmarks. No “industry averages.”
Just your assumptions, modeled clearly.
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