Outbound Call Center Cost-Benefits Analysis

*Access your credit union's call report by clicking the following link:
http://researchcu.ncua.gov/Views/FindCreditUnions.aspx

** Anything in Blue Needs To Be Filled In.

Credit Union Data

Credit Union Call Report Information
Credit Union Name
The quarter which the call report was published.Quarter of Call Report
Page 6 Line 2Credit Union Membership
Page 2 Line 33
This represents the size of the institution.
Total Assets
Page 2 Line 25
The total outstanding balance of all loans and leases currently held by the institution.
Total Loans & Leases
Page 5 Line 5
Interest collected thus far on the institutions loan and lease portfolio.
Interest Income
Page 5 Line 11
The interest income after interest expense and loan charge offs.
Net Int Income after IE and PLL
Credit Union Interest Rates
Page 2 Line 19
The published interest rate for the institutions used vehicle loan.
Used Vehicle
Page 2 Line 15
The published rate for the institutions credit card.
Credit Card
Page 2 Line 21
The published rate for the institutions Mortgage / Home Equity loan.
Mortgage/HE

Assumptions

Credit Union Loan Assumptions
Loan ProductLoan AmountAverage term the institution typically finances each loan type.Average Term
Used VehicleAssumes the average vehicle loan balance financed with other institutions which could be refinanced.The average term remaining on an auto loan refinance opportunity.
Credit CardAssumes the average credit card balance with another institution that could be refinanced.Term that delivers a payment that closely matches the minimum payment. 48 months for 2.5% of balance, 60 months for 2% of balance and so forth.
Mortgage/HEAssumes the average mortgage or Home Equity loan balance financed with other institutions which could be refinanced.The average term remaining on a mortgage or Home Equity loan refinance opportunity.
Credit Union Calculations
Interest Income to AssetsThe percentage of interest income to total assets. For purposes of this worksheet we assume this as the average APR to calculate the Net Interest Spread.
Interest Expense to AssetsThe percentage of interest expenses (loan losses and interest expense) to total assets.
Net Interest SpreadThe percentage of interest income remaining after loan losses and interest expense.

Production Assumptions and Income Generated For One Full Time Agent

Loan ProductionLoan VolumeAnnualizedNet Interest Income
Auto/RV Loans RecapturedIn addition to assumptions for rate, average loan amount, and term, also assumes the loan will be held for an average of 24 months before being satisfied. Interest income is the accumulated net interest paid during this time less loan losses and interest expense.
Credit Card Loans RecapturedIn addition to assumptions for rate, average loan amount, and term, also assumes the loan will be held for an average of 24 months before being satisfied. Interest income is the accumulated net interest paid during this time less loan losses and interest expense.
Mortgage Loans RecapturedIn addition to assumptions for rate, average loan amount, and term, also assumes the loan will be held for an average of 60 months before being satisfied. Interest income is the accumulated net interest paid during this time less loan losses and interest expense.
Interest income over the life of the loan after loan losses and interest expense.
Product Sales ProductionProfitAnnualizedNet Product Income After COGS
Online StatementsBased on Raddon online statement savings average of $12 p/year.
Insurance SalesAssuming majority will be GAP.
Other Products and ServicesAssumes additional products are not profit generating.
Income earned on products.
Total Monthly SalesNet Income After COGS

Employee Expense For A Full Time Agent

Employee ExpensesAnnualized
Hourly Rate
Monthly Incentive Potential % of Income
Monthly Benefits % of Income
Facility and Equipment Expense
Other Departmental Expenses
Total Employee Expense

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