Determine How Much You Could Save with ShyftOff
Input your call volume and average handle time. We'll show you exactly how many agents you need, what traditional staffing costs, and what gig staffing would cost for your specific operation. No sales pitch—just your numbers.
Input Parameters
Contact Center Metrics
| Metric | Value |
|---|---|
| Monthly Contact Volume | 50,000.00 |
| Hours of Operation (per day) | 8.00 |
| Average Handle Time (minutes) | 6.00 |
| Desired Service Level (%) | 80.00 |
| Service Level Threshold (seconds) | 20.00 |
| Max Occupancy % | 85.00 |
Volume Distribution by Day of Week (must total 100% across Monday - Sunday)
| Day | Percentage |
|---|---|
| Monday | 20.00 |
| Tuesday | 20.00 |
| Wednesday | 20.00 |
| Thursday | 20.00 |
| Friday | 20.00 |
| Saturday | 0.00 |
| Sunday | 0.00 |
| Total | 100% |
Cost Parameters
| Description | Value |
|---|---|
| Traditional Agent Hourly Rate ($) | 18.00 |
| Fixed Assumptions: | |
| Benefits Multiplier | 20% |
| Agent Work Days per Week | 5 |
| Rostering Factor: | 1.40 |
Support Ratios
| Description | Value |
|---|---|
| # of agents per supervisor | 18.00 |
| # of agents per manager | 100.00 |
| # of agents per workforce manager | 100.00 |
Shrinkage Assumptions
| Description | Value |
|---|---|
| In-Center Shrinkage % | 20.00 |
| Out-of-Center Shrinkage % | 8.00 |
Results Dashboard
What you'll see here after submission:
- Key Performance Metrics: Required agents, service levels, occupancy rates
- Cost Model Comparison: Traditional vs Gig economy staffing costs
- Visual Charts: Cost comparisons and service level gauges
- Detailed Breakdown: Complete calculation methodology
This tool uses the Erlang-C formula to calculate optimal staffing levels based on:
- Contact volume and distribution
- Average handle times
- Desired service level targets
- Shrinkage factors (breaks, lunches, training)
Traditional Model includes:
- Full-time employees with benefits and break coverage
- Scheduled breaks and lunch periods
- Administrative overhead
Gig Economy Model includes:
- On-demand workers paid only for productive time
- Flexible scaling without break coverage costs
- Performance-based compensation
How it works
The calculator uses Erlang-C queueing theory—the same methodology contact centers have relied on for decades—to determine optimal staffing levels. We calculate traffic intensity (your workload measured in Erlangs), apply industry-standard shrinkage factors, and run the numbers on both workforce models.
You'll get the complete mathematical breakdown, service level projections, and occupancy rates. Everything you need to make a staffing decision backed by actual data instead of rough estimates.
Cost Assumptions:
- Workstation: $1,700/agent (60-mo depreciation)
- Benefits: 20% of base salary (Traditional)
- Supervisor: $60,000/year
- Manager: $85,000/year
- WFM Analyst: $75,000/year
Operational Assumptions:
- Work Month: 26 days, 173 hours/agent
- Equipment Life: 5 years
- ShyftOff Software: 3x traditional cost
- In-Office Shrinkage: 20%
- Out-of-Office Shrinkage: 15%
- Work Week: 5-day standard schedule
Features
Transparency
Usage-based billing + full visibility
Ease of Use
Workforce ops in one click
Cost Efficiency
Save 35-55% vs. traditional ops model
Performance Management
Certified, dedicated agents + Agentic AI QA to ensure quality
Frequently Asked Questions
How is ShyftOff different from BPOs?
We provide both the agents and a fully automated workforce platform for transparency and control.
Can I scale for seasonal demand?
Yes. Verified and experienced agents scale up or down in 30-minute intervals.
Do I need to cancel my WFM tool?
ShyftOff can integrate into your existing WFM tool or you can enter raw data to automate your workforce ops.