ROI Calculator

Keep your team engaged and motivated to perform at the highest levels.

How many agents are in your call center?

(If you’re not sure, just give us an estimate. You can always change this later.)

Small Call Center

Large Enterprise Call Center

200

Step 1 of 8

		agents	The number of agents you entered
x	%	current turnover rate	Your current turnover rate you entered
=		current agents lost per year	% of agents
x	18%	staff turnover rate reduction	Research by shows that companies with an effective engagement & recognition program had a 18% lower staff turnover rate then those without. (Value also reflects Noble Systems Client average over last 12 months.)
=		less agents lost per year	18% improvement on % current staff turnover rate you entered.
x		turnover cost per agent	Average cost of replacing one member of staff according to QATC.

= turnover savings per year

	238	workdays per year	260 week days in a year, minus 14 vacation days and 8 public holidays
x	%	current staff absentee rate	Your current staff absentee rate you entered
=		current days lost per agent per year	% of 238 workdays per year
x	37%	staff absentee rate reduction	Research from Gallup shows that engaged employees have a 37% lower rate of absence
=		reduced absent days per agent	37% improvement on % current staff turnover rate you entered
x		cost per agent per day	annual salary you entered ÷ 238 work days per year
x		agents	The number of agents you entered

= turnover savings per year

		payments per hour	The average payments per hour you entered
x	10%	productivity improvement	Assuming 10% conservative productivity improvement (Noble Systems client 12-month productivity increase average exceeds this assumption) of PPH that you entered
=		PPH Improvement	payments per hour x 10% productivity improvement

		more payments per agent per day	7.5 hours per day x PPH improvement
x		per payment	Average value of a payment you entered
=		per agent revenue
x		agents	The number of agents you entered
x	238	workdays per year	260 week days in a year, minus 14 vacation days and 8 public holidays

= productivity gain per year

		current calls per day	(7.5 hours per day x 75% occupancy rate x 70% utilization rate x 3600) ÷ sec AHT you entered.
x	%	current repeat call rate	Calculated from the % FCR rate you entered
=		current repeat calls per day	% of calls per day
	%	FCR Improvement	Assuming 7% conservative productivity improvement on % FCR rate that you entered. (Research from Gallup shows that engaged employees have 21% higher levels of productivity. Noble Systems clients exceed Gallup study productivity averages.)
=		less repeat calls	% improvement of calls per day
x		improved cost per call	cost per agent per day ÷ calls taken per agent per day
x	238	workdays per year	260 week days in a year, minus 14 vacation days and 8 public holidays
x		agents	The number of agents you entered

= productivity savings per year

		current cost per agent per day	annual salary you entered ÷ 238 work days per year
÷		current calls per day	(7.5 hours per day x 75% occupancy rate x 70% utilization rate x 3600) ÷ sec AHT you entered.
=		current cost per call	cost per agent per day ÷ calls taken per agent per day
x	7%	efficiency improvement	Assuming 7% conservative efficiency improvement
=		savings per call	7% saving on current cost per call
x		improved calls per day	7% improvement on current calls per day
x	238	workdays per year	260 week days in a year, minus 14 vacation days and 8 public holidays
x		agents	The number of agents you entered

= efficiency savings per year

		sales per hour	The average sales per hour you entered
x	10%	productivity improvement	Assuming 10% (Client 12-month productivity increase average exceeds this assumption) of SPH that you entered
=		SPH Improvement	sales per hour x 10% productivity improvement

		more sales per agent per day	7.5 hours per day x SPH improvement
x		per sale	Average value of a sale you entered
=		per agent revenue
x		agents	The number of agents you entered
x	238	workdays per year	260 week days in a year, minus 14 vacation days and 8 public holidays

= productivity gain per year