How to price for a 24/7, 365 FM help desk?

[dharm999]

We've been asked by a client to give them a price for a FM help desk service. They own a number of residential and commercial properties and want us to take all their repair/incident/maintenance calls, and then get the apprpriate person to respond, as well as keeping the person who calle updated with what was going on. We would be providing this service 24/7, 365. We could price this in a number of ways; price per call, a fixed monthly charge plus a lower price per call, or a higher monthly charge which covers a minimum number of calls. We already have a 24/7 365 help centre we use internally, but its not used for the kind of calls that our client wants us to deal with. What kind of price would you expect to pay for this service?

Thanks for your help and advice

 

[dharm999]

Can anyone help?

Thanks

 

[SneakSMS]

http://www.google.co.uk/search?q=call+answering+service

Look at pricing for similar hours to get a general idea.

 

[filtuh.com]

Firstly, define your service offerings as catalogue items. Include service level agreement - the SLA will help you define the level of service to provide, and then give you an idea on staffing.

Can you then estimate the number of calls per property? Time per call? Include email response?

Typically you will then come up with a fixed price per month, either as a whole for that company or per property you accept calls for.

The fixed price will include an upper limit of calls after which charging is per call or you could then include for review in the next charging period.

Per property will allow the letting agent more accurately pass that on to the landlord, probably adding their own markup on it.

Finally, make sure that if you have an SLA to deal with an incident rather than just log it, that you have decent underpinning contracts and your own SLAa with plumber/electricians/service engineers etc so you can meet your obligations.

I do consultancy in this area so send me a PM if you're interested.