The economics of a floor that talks all shift.
You don't buy hours — you buy conversations. Here's what changes when the floor is priced and run that way.
What a seat really costs.
of real conversation in a typical 8-hour outbound shift — the rest is dialing, ringing, wrap-up, and breaks. Industry norm, not an outlier.
a seat's hourly cost is what the conversation actually costs, once idle time is priced in. Cheap by the seat ≠ cheap by the talk.
of calls get QA review on a typical floor — the other 98% you take on faith, attrition and all.
The full framework: cost per connected minute — the number that makes floors comparable.
Pay for talk, not for presence.
Seats & shifts
- Hours of presence — idle time included
- Recruit → train → attrition, on a loop
- Night and weekend premiums
- Surge = seasonal hiring funnel
Connected minutes
- Priced on conversation — what you earn on
- Capacity is a setting, not a funnel
- 3 AM costs what 3 PM costs
- AEP-scale surges without a temp floor
Honest caveat: humans win judgment work — and the platform routes it to them by design. The decision framework, both directions: run your own numbers.
Bring your numbers.
A 20-minute walkthrough against your own floor: seat cost, talk time, QA coverage — and what changes.