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Thank
you for expressing interest in USA 800's ROI Calculator. The purpose of the calculator is to help
you determine, at a high level, the potential return on investment you may
expect by partnering with USA 800 to handle your inbound customer phone
inquiries and/or sales interactions.
Partnering with a contact center is a big decision. Each front line interaction is an opportunity
to not only have a positive experience with your brand, but also increase
revenue, improve retention and improve overall profitability. As a result, you must understand both the
soft and hard benefits of working with a partner like USA 800.
The ROI Calculator is the first step in the process of understanding the
potential cost savings or revenue gain you may achieve in working with USA
800. It is important to note that this
is a high level determination. For
additional information and a much more specific understanding of how USA 800
can help you,
click here!
One of our experienced contact center
consultants will call you directly.
Or, go to
www.usa800.com
for additional information.
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ROI Calculator Instructions
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To estimate your
savings with USA 800, complete the questions below. All blue cells require input (unless
otherwise noted at the end of the statement).
Step 1:
Program Information includes elements
about the call center program you would like to
model.
Step 2:
Existing Contact Center Information includes key statistics on your contact center that will help to
identify whether or not there are potential cost savings.
Step 3:
The USA 800 Performance Zone gives you the
opportunity to model different scenarios based on potential
improvements.
Your estimated savings and/or revenue gain will appear at the bottom of the
page.
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Step 1:
Program Information
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What type of contacts would you like to model?
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What is the length of the campaign or program you are modeling? (If multiple years, please select one year)
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What is the total number of contacts expected during the length of the campaign or
program?
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What is your current abandon rate?
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How many days per week are agents required to answer calls for this program?
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How many hours a day will agents be needed to answer calls?
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What is the average handle time (defined as length of time on phone) for this program?
(in seconds)
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What is the desired speed of answer for 80% of calls answered?
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Do you anticipate steady or spiky call volume?
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Step 2:
Existing Contact Center Information
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Is your existing contact center program outsourced?
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Step 3: Performance Improvement Zone with USA 800
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This section gives
you the opportunity to model different scenarios based on improvement for key
performance indicators. Enter values
in blue in Column 1.
Select an improvement for each metric in Column 2 to identify the
potential savings or revenue gain.
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1
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2
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Existing Performance
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Select % Improvement
for each KPI
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Abandon Rate
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Average Contact Length (in seconds)
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Estimated First Call Resolution
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enter value here
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For assistance with the calculator or information on USA800, call us at 1-800-800-9920.
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We'd love to hear what
you think about our calculator. To
complete a short survey
click here.
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