In order to calculate ROI, a number of assumptions about the typical work hours of a CSR have been made:
- Utilization Level = 80% (20% of time spent on breaks, training, and other activities)
- Daily Shift = 8 hours
- Working Days per Month = 20 days
- Monthly Working Hours per CSR= 128 hours (20 days * 8 hours * 80% utilization)