Hi Victor.
Iam assuming that your centre has contracted certain dollar amount in lieu of services you provide on certain skills for fixed period of time.
If yes, then in that case it would be difficult for you to ascertain the cost per transaction per skill unless you have clear understanding on actual cost incurred on each skill, for example for voice - cost of telephony, headseats etc. Other costs such as infrastructure, seats etc would somehow remain same 9iam sure your finance would have these numbers).Once you have evaluated actual cost incurred on each skill you can overlay revenue profits to convert that into cost of services provided on each skill to the client. Then its simple,just take the ratio % of each skill and apply it to total billable amount and then didvide it by respective skill transaction numbers.
For eg
Total cost incurred - $30000
Cost incurred on Voice skill - $15000 (50%)
Cost incurred on Chat skill - $10000 (33.33%)
Cost incurred on Chat skill - $5000 (16.67%)
Total billable amount claimed or in contract - $40000
Billable ratio voice - $20000; cost per transaction = $20000/voice transactions
Billable ratio chat - $13333; cost per transaction = $13333/voice transactions
Billable ratio email - $6666; cost per transaction = $6666/voice transactions
Hope it makes some sense.
:-)
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