Reference
Assumptions & Data Sources
All benchmark defaults and their published sources. Applies to Inbound and Outbound models across all markets.
- Cost from margin = bill rate × (1 − your margin). Used when Section 04 cost method is set to "From margin" instead of "From agent wage."
- Paid hours per unit = (AHT ÷ 60) ÷ occupancy ÷ (1 − shrinkage), multiplied by (1 + overstaffing) for outbound. Grosses up productive minutes into the paid labor required to deliver them.
- Revenue held constant unless you pass savings — the pass-through slider is the only lever that reduces top-line revenue in the reseller P&L.
- All outputs are planning estimates. Confirm against your own books before contracting.
Sources are used for benchmark defaults only. Actual rates vary by contract, geography, and time period. Confirm against your own books.