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Call Center Software ROI Calculator

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). Input 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)
Help Me Answer
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 Calculation Assumptions
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:
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Average Annual CSR Salary + Benefits

The annual salary and benefits paid to an average CSR in your call center (in $)

Total Customer Inquiries per month

The total number of customer inquiries that come into your call center each month (including phone, email, and other medium)

Ave CSR Minutes Spent Per Inquiry Before Investment

The average number of minutes a CSR spends dealing with a customer inquiry (including the actual communication time and any follow-up) before increasing efficiency

Ave CSR Minutes Spent Per Inquiry After Investment

The average number of minutes a CSR spends dealing with a customer inquiry (including the actual communication time and any follow-up) after increasing efficiency

Investment Cost

The total cost of the product or service (phone system, ACD, training, email management etc.) you are considering for purchase (in $)

In order to calculate ROI, a number of assumptions about the typical work hours of a CSR have been made: