ROI Scenarios
Scenario #1: Impact Your SLA
The Numbers
Before CallQX
- 80% of calls answered in 20 seconds at a 2% abandon rate
- 900 – Number of Agents Required to Service a 120-Second Hold Time
After CallQX
- 80% of calls answered in 120 seconds maintaining a 2% abandon rate
- 887 – Number of Agents Required to Service a 120-Second Hold Time
Result
- $455k – Annual Savings by Reducing Number of Agents Required ($35k per Agent)
Summary
In order to maintain a 2% abandoned rate before CallQX (on an 80/20 SLA), the call center had to maintain 900 agents. After CallQX was implemented, the call center was able to reduce the number of agents by 13 and move to an 80/120 SLA but maintain the same abandoned rate. Callers are willing to wait on hold longer and increase their brand satisfaction with the experience that CallQX provides, which has a direct effect on the number of agents required to staff the call center.
Scenario #2: Reduce AHT
The Numbers
Before CallQX
- 80% of calls answered in 20 seconds at a 2% abandon rate
- 350 Seconds – Average Handle Time
- 900 – Number of Agents Required to Service a 20-Second Hold Time
After CallQX
- 80% of calls answered in 120 seconds maintaining a 2% abandon rate
- 345 Seconds – Average Handle Time
- 875 – Number of Agents Required to Service a 120-Second Hold Time with 10 Second AHT Reduction
Result
- $875k – Total Saved Annually by Reducing Number of Agents Required ($35k per Agent)
Summary
In order to maintain a 2% abandoned rate before CallQX, the call center had to maintain 900 agents. After CallQX was implemented, the call center was able to reduce the Average Handle Time and remove hold complaints entirely from the talk time. Therefore the number of agents was reduced by 25 and the same abandoned rate was maintained. Callers are willing to wait on hold longer with the experience that CallQX provides, which has a direct effect on the number of agents required to staff the call center.
Scenario #3: Reduce
Abandoned Calls
The Numbers
- 300,000 – Total Calls Per Month
- 90,000 – Calls Held Per Month
- 6% (18,000 Calls) – Current Abandoned Rate
- 14% (2,520 Calls) – Previously Abandoned Calls CallQX Keeps in Queue
- 10% (252 Customers) – Customer Churn
- $2,000 – Average Lifetime Value of Customer
- 60 Months – Average Lifetime of Customer
- $8,400 – Monthly Revenue Saved
Summary
By providing callers with the CallQX experience, they are willing to wait on hold rather than hang up and call a competitor. In this example 252 customers each month are saved by implementing CallQX. When taking the value of that caller and dividing by total months of customer patronage, $8,400 of monthly revenue is saved. $504,000 over the lifetime of those customers.