Invest to Improve your Call Center's Efficiency

Justifying a large expenditure on technology or training can be diffucult to do. Our simple ROI calculator can help determine the amount of money you can save by investing in items that improve your call center's efficiency.

One large cost component of a call center is the customer service rep's (CSR) average time spent per inquiry (phone call, email or other inquiry). In put the necessary numbers below (best guess if you don't know for sure) and click "Calculate My ROI." The output will show how much money you can expect to save by reducing the average time each CSR spends on inquiries.

If you are having trouble filling in the metrics below, or if you want to create a more detailed ROI report, please email our expert, Craig Bailey of Customer Centricity.

YOUR INPUTS:

Basic Assumptions (sample values in cells for reference; please make appropriate changes)   Average Annual CSR Salary + Benefits: $   Total Customer Inquiries Per Month: (phone, email, etc.) $   Avg. CSR Minutes Spent Per Inquiry Before Investment: (inquiry + follow-up time) $ min   Avg. CSR Minutes Spent Per Inquiry After Investment: * (inquiry + follow-up time) $ min   Investment Cost: $ * If you are unsure about how much time can be saved, subtract 30% from the pre-investment number as an estimate.

YOUR RESULTS:

Before Investment   Avg. CSR Minutes Spent Per Inquiry Before Investment: (inquiry + follow-up time)   Monthly Hours of Inquiry to Cover:   Number of CSRs Needed:   Total Annual CSR Cost: After Investment   Avg. CSR Minutes Spent Per Inquiry After Investment: (inquiry + follow-up time)   Monthly Hours of Inquiry to Cover:   Number of CSRs Needed:   Total Annual CSR Cost: YEAR ONE SAVINGS   Number of CSRs Needed Difference:   Annual CSR Cost Savings:   Investment Cost:   ANNUAL NET SAVINGS:   ROI: