Crunching the numbers: Reveal the ROI of switching to intelligent, automated WFM

Measuring the return of investment for any application can be a tricky endeavor. It starts with an agreement on the organizational vision—what are you working to achieve? The touchpoints that you create along the customer journey can help clarify this vision – but then you’ll also need the data to back it up.

When looking at the ROI of a workforce management solution, you can start with some simple deductions and actions. Keep in mind that you’re calculating the potential savings of arguably the contact center’s largest expenditure – labor.

Shaving the payroll by a few hours per week, for example, can mean bigger savings from each work period. Bumping up vacation allotment hours can allow for more accurate forecasting.

However, these actions are small parts of a larger question: just how much are you spending on managing your workforce? How much work time are you using to optimize schedules and adherences?

Is there any way you can make this whole process a little easier – and save some time and money in the process?

We have a new tool to help you make those determinations: The Calabrio WFM ROI Calculator.

The numbers don’t lie

The needs of a modern contact center require a more agile approach to workforce management. You may be dealing with a sizable hybrid workforce for the foreseeable future, and you’ll need to maintain team efficiency regardless of agent locations.

That’s why we created the ROI calculator—because we want you to be informed on the best path forward for such adaptive needs. Calabrio WFM offers a self-regulating, agent-centric solution that balances needs of remote and on-site employees with business demands.

Let’s look at a few examples of potential savings with Calabrio WFM, using the ROI calculator.

• A regional healthcare customer billing center
  This 150-person contact center manages billing issues for a regional hospital system. The system spends roughly $10,000 per month on each agent, including payroll, taxes, office space, etc. Workforce managers primarily use Microsoft Excel to manage fixed agent schedules and adherences.On average, it takes six weeks to fully train a new agent on the system’s processes, and the center maintains attrition rates around 15 percent.
  Estimated total savings per month: $206,056

• A higher education student enrollment center
  This 50-person university contact center handles new student enrollment issues, including tuition, loan payments, and schedule coordination. The university spends roughly $6,500 per month on each agent, including payroll, taxes, office space, etc. Workforce managers use a basic on-premises WFM solution to manage schedules, housed on the university’s internal servers.On average, it takes three weeks to fully train a new agent on the system’s processes. The university sees higher attrition rates —around 25 percent—due to turnover after the enrollment period ends.
  Estimated total savings per month: $26,929

• A telecom customer servicing center
  This 1,telecom contact center handles customer concerns from basic cable and internet services. The company spends roughly $8,500 per month on each agent, including payroll, taxes, office space, etc. Workforce managers use an advanced hybrid WFM solution to manage flexible schedules.On average, it takes eight weeks to fully train a new agent on the system’s processes—but the company struggles with high attrition rates approaching 50 percent.
  Estimated total savings per month: $476,162

Note that these figures are estimates, provided for informational purposes only. These are examples of the initial calculations you’d see after filling out the ROI calculator form. Providing an email address would generate a full report, including a robust breakdown of the monetary and time savings.

How much could you save?

If we’ve piqued your curiosity, then check out the ROI calculator and see the savings for yourself. Our sales reps are ready to guide your through the next steps, should you choose to inquire further.

The calculator’s results show the time and financial ROI of investing in an advanced WFM solution, but the benefits of implementing Calabrio WFM don’t end there. If you need more information about Calabrio WFM, check out our product overview page and contact us for more information!

Scott Henderson