Customer operations planning

BPO vs StateSet iCommerce CX

Model your customer issues, completed outcomes, and the work that still needs people. All figures are illustrative and editable.

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Launch pricing · USD · CX only · $1,000 monthly minimum

Your operation

The starting values are examples, not measured performance or market benchmarks. Change them to match your operation.

Commerce and contact volume

Count separate customer issues, not individual messages. Values above 100 allow multiple issues per order.

Human handling assumptions
Monthly cost per full-time agent

CX completion and outcome mix

Only successfully completed issues consume CX credits. Assign each issue to one highest applicable tier. A refund issue uses the financial rate once, without extra resolution or commerce charges.

Illustrative completion assumption. Remaining issues keep human handling costs.

The $1,000 monthly commitment is unchanged by discounts.

Share of completed issues · must total 100%

$0.75 per completed issue before discount

$1.75 per completed issue before discount

$2.50 per completed issue before discount

$3.00 per completed issue before discount

Your estimated monthly workload

Distinct issues

2,083

CX completed issues

1,666

Human-handled issues

417

CX software cash due

$2,498.00

Monthly consumption: $2,498.00. Your $1,000 commitment covers usage first; additional usage is $1,498.00. The software bill is the greater of commitment and consumption, assuming no opening credits. The commitment is due even at zero usage.

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Three-year cost comparison

Lean BPO

BPO alone
$251,270.24
Retained human handling
$50,302.30
CX software
$89,928.00
CX + retained handling
$140,230.30

Estimated net savings

$111,039.94

Standard BPO

BPO alone
$402,032.37
Retained human handling
$80,483.68
CX software
$89,928.00
CX + retained handling
$170,411.68

Estimated net savings

$231,620.69

Premium BPO

BPO alone
$603,048.57
Retained human handling
$120,725.52
CX software
$89,928.00
CX + retained handling
$210,653.52

Estimated net savings

$392,395.05

What this estimate assumes

  • Monthly issues are rounded from annual GMV ÷ average order value × contact rate ÷ 12. Completed issues are allocated across your outcome mix without counting an issue twice.
  • Staffing uses 2,080 paid hours per year, your utilization, handling time, and QA overhead. The baseline requires approximately 2.71 full-time agents. Fractional staffing is a planning estimate; minimum team sizes and vendor commitments are not modeled.
  • Human handling scales with the remaining issue volume, using the same average handling time. Escalations may take longer, and actual staffing savings depend on your ability to redeploy or reduce capacity.
  • Monthly volume and CX software prices stay constant for three years. BPO costs increase by your chosen annual percentage. This projection is not a three-year price guarantee; standard contracts are 12 months, funded monthly.
  • No opening credits, seasonal demand, taxes, transition costs, or custom implementation fees are included. At constant monthly usage, 90-day rollover does not lower the recurring minimum; unused credits may expire.
  • This is a CX-only comparison. OMS, WMS, TMS, and EDI charges and commitments are excluded. EDI is custom quoted. Use the full-suite calculator for a shared balance, opening credits, credit expiry, and other charges.