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Please let me know how much https://www.digicelgroup.com/jm/en/mobile.html (Digicel Jamaica spends a year on customer service.
Hi! Thanks for letting Wonder help with your question about how much Digicel Jamaica spends on customer service each year. Unfortunately, even after looking at the company's SEC filings and several other sources, we weren't able to find an exact answer to your question based on publicly-available information. I was able to approximate an answer for their call center costs, based on articles from Jamaica Observer and a case study on their use of Microsoft's Dynamics customer service software. Please read on for a rundown of what info I was able to find.
SEC FILINGS
I searched through Digicel's SEC filings for 2013, 14, and 15, but unfortunately those filings don't break down the company's costs beyond "selling and distribution costs" (130 million in 2015), "general and administrative expenses" (915 million), and "other operating expenses" (286 million).
The filing also mentions that Digicel employs around 6,000 people full-time, but offers no information about the specific numbers of customer service employees. However, this case study suggests that in 2011, Digicel had around 3,000 call center employees. While that number has likely changed somewhat, Digicel has only grown by about 500 employees since then -- the case study mentions 5,500 employees. As a result, I'll use the 3,000 figure in my later calculations, since it's the best publicly-available approximation.
SOFTWARE EXPENSES
In 2013, Digicel spent $200 million to purchase an Avaya Aura customer service software package. This site lists some further "per-agent" pricing information, but doesn't mention whether those are one-time setup costs or recurring monthly expenses.
According to that 2011 case study, Digicel also has Microsoft's Dynamics customer service system installed on around 300 computers. Dynamics has a monthly cost of $115 per user, which means Digicel spends at least $34,500 a month and $414,000 a year on the software.
PERSONNEL EXPENSES
The average monthly salary for a customer service representative in Jamaica is JMD 73,250, or $569.16 US. With 3,000 customer service employees, that means Digicel spends at least $1.7 million a month and $20.4 million a year on customer service personnel.
RMAs
Unfortunately, I wasn't able to find any publicly-available information about Digicel's expenses on device RMAs.
CONCLUSION
Unfortunately, an exact answer to your question is not publicly available, even in Digicel's SEC filings from the past several years and several other sources.
Based on publicly available information, Digicel spends at least $414,000 a year on customer service software and $20 million on customer service personnel. The actual number is likely somewhat higher, depending on their monthly cost for the Avaya Aura software system, as well as the exact salary for and their exact number of call center employees.
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