Media & publishing · 6-15 people · 100,000 tickets/mo · very fast AHT · minimal
Media & publishing support team: 14 agents for 100,000 tickets/month
Media and publishing support clusters around billing and account recovery, which spikes hard when a payment provider has an outage.
Verdict: Workable, with caveats
- 15.1-month payback. Reasonable for a support org, but it is not a quick win.
- Headcount spans 33-57 agents across your industry's handle-time range. Measure your real AHT for two weeks before you budget - the band is usually wider than anyone expects.
- Agents needed
- 14
- range 33–57
- Monthly labour cost
- $116,002
- $273,434 – $472,296
- Heads removable via automation
- 2
- 12 agents remain
- Net monthly effect
- $1,527
- platform cost $15,045/mo
- Payback
- 15.093897205614988 months
- at this volume
- Year-one cash effect
- -$39,394
- including setup and severance
This is one example. Get yours calculated.
These figures assume 100,000 tickets/mo. Leave your email and a person replies within one business day with the same evaluation for your actual ticket count and AHT — free, and fine to ignore if it is not useful.
Put your own numbers in
These figures come from one assumed volume. Change the ticket count, AHT or cost per hour and the answer moves.
Related scenarios
The answer changes as volume, handle time and coverage move. These are the closest combinations worth comparing against.
Model v1. Figures are estimates from published benchmarks, not a quote.