🇦🇺Australia

Incentive Calculation Overtime Costs

2 verified sources

Definition

Manual calculation of agent incentives based on KPIs such as AHT, FCR, and service levels results in overtime and inefficient resource allocation in Australian call centres.

Key Findings

  • Financial Impact: AUD 5,000-10,000/month in overtime for mid-sized centres (based on 20-40 hours at AUD 50/hour)
  • Frequency: Monthly during payroll cycles
  • Root Cause: Manual aggregation of performance metrics like shrinkage, occupancy, and sales conversion for incentive pay

Why This Matters

The Pitch: Telephone call centres in Australia 🇦🇺 waste 20-40 hours/month on manual incentive calculations. Automation of performance tracking eliminates this overrun.

Affected Stakeholders

Call Centre Managers, HR/Payroll Teams, Agents

Deep Analysis (Premium)

Financial Impact

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Current Workarounds

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Methodology & Sources

Data collected via OSINT from regulatory filings, industry audits, and verified case studies.

Evidence Sources:

Related Business Risks

Agent Incentive Fraud Losses

1-3% of annual payroll (AUD 50,000+ for 100-agent centre at AUD 60k avg salary)

Poor Hiring from Faulty Performance Data

AUD 15,000-25,000 per agent turnover (recruitment + training + lost productivity)

Customer Compensation from Incentive Misalignments

2-5% of revenue in refunds/churn (AUD 100,000+ annually for AUD 5M centre)

Überstundenkosten durch fehlerhafte Personaleinsatzplanung

Quantified (logic-based): 1 vermeidbare Überstunde pro Agent und Woche in einem 100‑Agenten-Callcenter verursacht ca. AUD 208.000 p.a.; realistische Einsparung durch bessere Planung: AUD 50.000–150.000 p.a.

Kapazitätsverlust durch mangelhafte Adherence-Überwachung

Quantified (logic-based): 5–10 % unproduktive Agentenzeit in einem 100‑Agenten-Callcenter à 1.600 Stunden/Jahr und AUD 40/h entsprechen ca. AUD 320.000–640.000 p.a. an bezahlter, aber ungenutzter Kapazität.

Umsatzverlust durch lange Wartezeiten und verpasste Anrufe

Quantified (logic-based): Bei 500.000 eingehenden Anrufen p.a., 3 % zusätzlicher Abbruchrate und AUD 20 durchschnittlichem Umsatz pro Kontakt: ca. AUD 300.000 entgangener Umsatz pro Jahr.

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