BPOs

ROI Calculator for BPO Call Centers

The BPO ROI calculator assess the financial benefit across customer support agents, and separately sales agents, based on their average level of accent, noise, and speech clarity on calls.

Info Icon

Total number of full shift agents, including combining part time shifts

Info Icon

Support calls relate to helping existing customers, while sales calls related to adding new customers or upselling existing customers

Info Icon

Total cost per full shift agent, based on an hourly rate times hours per month, or a monthly salary

Info Icon

Cost of providing accent training across all agents per month

Info Icon

Monthly estimated increase in overall revenue for each absolute increase in the sales key performance indicator. For example close rate increasing from 5% to 6%, or pre-qualified leads increasing from 2% to 3%.

Info Icon

Monthly estimated increase in revenues per 1% of absolute CSAT Increase (e.g. from 77% to 78%)

Info Icon

Monthly estimated increase in revenues per 1% of absolute First Call Resolution Increase (e.g. from 70% to 71%)

Info Icon

High accent levels across agents are clearly noticed by customers. Medium accent levels are somewhat noticed by customers. Low accent levels are hardly noticed by customers.

Info Icon

High noise levels across agents are clearly noticed by customers. Medium accent levels are somewhat noticed by customers. Low accent levels are hardly noticed by customers.

Info Icon

High speech clarity levels across agents means their microphone quality is high and the agent is properly using it, so their voice is not breathy, hard to hear, or choppy. Medium voice clarity levels have the above mentioned issues sometimes. Low voice clarity levels have the above mentioned issues frequently.

Annual ROI:

$...

RESULT SUMMARY

Benefits

SALES Increase:

%...

CSAT INCREASE:

%...

FCR INCREASE:

%...

AHT DECREASE:

%...

Annual ROI

GROSS REVENUE:

%...

SAVINGS ON TRAINING:

%...

TOMATO.AI INVESTMENT

%...

Total

%...

The BPO ROI calculator uses your estimates of dollar value per 1% improvement across key performance indicators multiplied by the total percent gain estimated by Tomato.ai across accent, noise, and speech clarity, to estimate an overall ROI.

The estimated ROI provides an initial figure that can be further refined by running field tests to measure actual impact on metrics using the Tomato.ai solution with a statistically significant set of agents.

Frequently asked questions

How to estimate revenue increase per 1% CSAT or FCR lift?

For a BPO to estimate the revenue increase per 1% lift in CSAT (Customer Satisfaction) or FCR (First Call Resolution) consider these options: (a) analyzing a subset of your accounts that have higher CSAT or FCR than the average and the growth of those accounts have had vs the average account (b) analyzing historical data for periods when you had higher CSAT and FCR than the current average (c) assessing the past missed business opportunities and value due to your current CSAT and FCR and what additional revenue could be attained

If I do not know a certain value what should I do?

Some of the requested fields in the calculator might not be readily available or easy to figure out. We recommend entering a best guess and then refining the estimate later once you have better information.

How is ROI calculated from the inputs?

For a detailed description of how the ROI is calculated from the input submit the form and review the generated PDF with your results which walks carefully through how the ROI is derived.

What costs are normally included in accent training costs?

Accent training costs can include the cost of workshops and software, and the opportunity cost of agents not handling calls while spending time training.

Bottom Safety Shape Body Shape