How do you calculate Service factor of a call center?

A method of evaluating a design for a call center system. A particular system is put into use and data collected to quantify various quality of service factors. Each quality of service factor is multiplied times an expense multiplier and added to an agent cost factor. The result is a metric that describes the system in monetary terms. I am not sure but this will be more effective for calculate services factor.... Please visit our website www.inso.us