8g. Attachment - SeaTac Consolidated Contact Center Services
Item: 8g_attach_01 Meeting Date: November 16, 2021 Estimated Consolidated Contact Center Services Five Year Contract Value (Est start date June 2022) Item 1: Contact center services, supplemental customer service assistance across various Portowned communcations channels (per minute basis). VOICE ALL OTHERS AVCS % Calc: 50% 45% All AVCM Channels; DIFF % AVCS Voice, % AVCS All Other Channels 2021 # Tickets/ Avg Min/ Total Minutes/ Channel Month Ticket Month Voice Call / Phone 1467 4.8 6966 Email 447 2.0 894 Website 10 3.0 31 Social Media 104 1.5 155 SMS Text/Chat 55 3.0 165 Total/Month 2082 3.9 8211 Total/Year 24989 3.9 98535 % Ch Avg % Ch # Calls % Ch # Calls Min/Ticket AVCM AVCS # Tickets/ Avg Total (CPI) (Growth) (Growth) Year Min/Ticket Minutes/Year 15% 10% Yr1 28027 3.9 110516 3% 35% 12% Yr2 33240 3.8 127166 3% 50% 15% Yr3 42625 3.7 158227 3% 50% 12% Yr4 55067 3.6 198340 3% 35% 10% Yr5 67161 3.5 234692 Total/Contract 226119 3.7 828942 Est Cost Per Minute $ 1.50 Yr1 $ 165,774 Yr2 $ 190,750 Yr3 $ 237,341 Yr4 $ 297,510 Yr5 $ 352,037 Total/Life of Contract $ 1,243,413 Item 1: Per Minute Cost/Contract Value $ 0.80 Total/Life of Contract $ 663,153 (Actual rate will be negotiated) $ 0.90 Total/Life of Contract $ 746,048 $ 1.00 Total/Life of Contract $ 828,942 $ 1.25 Total/Life of Contract $ 1,036,177 $ 1.50 Total/Life of Contract $ 1,243,413 Item 2: Consulting services, systems integration, data migration, training $250,000 Contract Total (Items 1 & 2): $1,493,413
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