Comments on: Wal-Mart.com Says: Click, don’t Call! http://www.buzzmaven.com/2007/09/wal-martcom-says-click-dont-call.html The Search Marketing Consultancy of Scott Clark Tue, 07 Feb 2012 16:01:14 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Dave Nofmeister http://www.buzzmaven.com/2007/09/wal-martcom-says-click-dont-call.html/comment-page-1#comment-178 Dave Nofmeister Thu, 08 Nov 2007 21:14:14 +0000 http://www.sitecreations.com/blog/2007/09/wal-martcom-says-click-dont-call.html#comment-178 I'm suprised that they've actually had phone numbers on their website for so long. A lot of companies are making the same move. It's interesting how they come up with the costs for contact. I work at a computer helpdesk for a company, where we only support the company employees themselves, not the "end" customers. We've always been told how it costs about $25 for a call to come in, and the average analyst may take about 5 calls an hour. The funny thing is, almost none of the analysts make $18 an hour, but somehow we cost the company $125 an hour per person to do this. I realize their are other costs involved, but if employees typically are among the biggest of expense (hence, moving business offshore), where do they get this value from? I’m suprised that they’ve actually had phone numbers on their website for so long. A lot of companies are making the same move.

It’s interesting how they come up with the costs for contact. I work at a computer helpdesk for a company, where we only support the company employees themselves, not the “end” customers. We’ve always been told how it costs about $25 for a call to come in, and the average analyst may take about 5 calls an hour. The funny thing is, almost none of the analysts make $18 an hour, but somehow we cost the company $125 an hour per person to do this.

I realize their are other costs involved, but if employees typically are among the biggest of expense (hence, moving business offshore), where do they get this value from?

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