ROI Calculator

Introductory Title

EVOLVE WFM

The smarter you are, the better we look. EVOLVE WFM
At the end of the day, it all comes down to dollars and sense. We have created this ROI calculator so that you may see the value that can be achieved across your contact center. We use industry standards, along with your speAcific data to demonstrate the impact EVOLVE WFM is capable of. Please feel free to create multiple scenarios and explore the savings possibilities.

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Call Center Volume

Contact Types

Total number of Inbound and Outbound calls in a year.

Current AHT for Inbound and Outbound calls in a year.

My Progress

Call Center Volume - Contact Types

    • Total Yearly Call Volume:
    • Average Handle Time - Minutes:
    • Average Handle Time - Seconds:
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Call Center Staff

Management

Total number of WFM FTE supporting the contact center.

Annual salary average for WFM staff.

Hours/Day spent creating anticipated contact type volumes, staffing requirements and projected service levels.

Hours/Day spent coordinating shift bids, schedules needed, and all offline activity planning (meetings, training, etc.).

Hours/Day spent monitoring agent adherence and balancing net staffing (OT, VTO, etc.).

Hours/Day spent reviewing and approving exception requests.

My Progress

Call Center Volume - Contact Types

    • Total Yearly Call Volume:
    • Average Handle Time - Minutes:
    • Average Handle Time - Seconds:

Call Center Staff - Management

    • Workforce Analysts / Managers:
    • Workforce Analysts / Manager Annual Salary:
    • $
    • Forcasting:
    • Scheduling / Planning:
    • Intraday Management:
    • Time Off Management:
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Call Center Staff

Agents

Total number of FTE working for the contact center.

Average amount of productive time per each work day.

Percentage of additional payroll cost that the business incurs from providing HR benefits to agents.

Current established ratio of lost agents per year of total agents.

Total number of work days during the year.

This per-hour payroll metric does not include the cost of providing HR benefits to an agent (see burdened rate metric below).

Total number of hours paid agent overtime over the course of one week.

Total of estimated ratio of lost agents per year to total agents.

My Progress

Call Center Volume - Contact Types

    • Total Yearly Call Volume:
    • Average Handle Time - Minutes:
    • Average Handle Time - Seconds:

Call Center Staff - Management

    • Workforce Analysts / Managers:
    • Workforce Analysts / Manager Annual Salary:
    • $
    • Forcasting:
    • Scheduling / Planning:
    • Intraday Management:
    • Time Off Management:

Call Center Staff - Agents

    • FTE Agents:
    • Average Productivity Time - Hours:
    • Average Productivity Time - Minutes:
    • Payroll Burden Percentage:
    • %
    • Current Attrition Rate:
    • %
    • Agent Work Days:
    • Agent Average Annual Salary:
    • $
    • Agent Paid Overtime:
    • Target Attrition Rate:
    • %
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Call Center

Operations

Occupancy Rate is calculated as the amount of agent "occupied" time reported for the month (reporting period) divided by total productive time reported for the month.

Number of minutes, on average, per day that an agent is not adhering to their schedules for all phone states (open time, lunch, break, meeting, training, etc.).

My Progress

Call Center Volume - Contact Types

    • Total Yearly Call Volume:
    • Average Handle Time - Minutes:
    • Average Handle Time - Seconds:

Call Center Staff - Management

    • Workforce Analysts / Managers:
    • Workforce Analysts / Manager Annual Salary:
    • $
    • Forcasting:
    • Scheduling / Planning:
    • Intraday Management:
    • Time Off Management:

Call Center Staff - Agents

    • FTE Agents:
    • Average Productivity Time - Hours:
    • Average Productivity Time - Minutes:
    • Payroll Burden Percentage:
    • %
    • Current Attrition Rate:
    • %
    • Agent Work Days:
    • Agent Average Annual Salary:
    • $
    • Agent Paid Overtime:
    • Target Attrition Rate:
    • %

Call Center - Operations

    • Current Agent Occupancy Rate:
    • %
    • Current Adherence:
    • %

Call Center

Financial Impacts

Penalties or fees that have been assessed on average from historical performance.

An estimation of profit (after costs) of a successful incoming sales call.

An estimate of the percent of total sales calls that actually result in a sale.

Percentage of incoming calls that are sales calls.

My Progress

Call Center Volume - Contact Types

    • Total Yearly Call Volume:
    • Average Handle Time - Minutes:
    • Average Handle Time - Seconds:

Call Center Staff - Management

    • Workforce Analysts / Managers:
    • Workforce Analysts / Manager Annual Salary:
    • $
    • Forcasting:
    • Scheduling / Planning:
    • Intraday Management:
    • Time Off Management:

Call Center Staff - Agents

    • FTE Agents:
    • Average Productivity Time - Hours:
    • Average Productivity Time - Minutes:
    • Payroll Burden Percentage:
    • %
    • Current Attrition Rate:
    • %
    • Agent Work Days:
    • Agent Average Annual Salary:
    • $
    • Agent Paid Overtime:
    • Target Attrition Rate:
    • %

Call Center - Operations

    • Current Agent Occupancy Rate:
    • %
    • Current Adherence:
    • %

Call Center - Financial Impacts

    • Guarantees at Risk:
    • Sales Call Profits:
    • $
    • Sales Success Rate:
    • %
    • Sales Call Ratio:
    • %

Workforce Management

ROI Summary

Your summary of benefits is ready for download.
We are confident that the value demonstrated in this summary will encourage you to reach out and let one of our sales team give you a complete assessment. We can walk you through the platform so you can see for yourself how easy it is to achieve the results above.

Gain greater insight now.
If you would like to dig a little deeper into the calculations, request Benefit Details below and provide some basic information. You'll then have access to details that can further demonstrate how EVOLVE WFM delivers quick and sustainable ROI.

    • Benefit Summary
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    • Benefit #1: Supervisor & Analyst Time Savings – Reduction of Manual Processes
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    • Benefit #2: Improved Adherence - Right staff at the Right time
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    • Benefit #3: Payroll Impact – Productivity
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    • Benefit #4: Reduced Agent Turnover
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    • Benefit #5: Performance & Compliance Risks
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    • TOTAL ANNUAL BENEFIT*
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*A detailed benefits report has been customized and prepared for you. Please provide your contact information on the next page to receive full access to this document.
    • ROI – CONSERVATIVE
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    • Annual Costs – Initial & Ongoing
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    • Annual Financial Benefit
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    • Rate of Return
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    • PAY BACK PERIOD (Based on a 36-month term)
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    • ROI – ACHIEVABLE
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    • Annual Costs – Initial & Ongoing
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    • Annual Financial Benefit
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    • Rate of Return
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    • PAY BACK PERIOD (Based on a 36-month term)
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At-a-Glance Overview
Thank you for requesting our Workforce management ROI Summary from Nice Evolve WFM. Below you will find a cursory review of the data that was entered into the system. The savings have been calculated based on key areas of benefit and show the economies of scale over time.

Workforce Management

ROI Benefit Details

Please provide your contact information to access a full detailed report of your personalized benefits.

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Workforce Management

ROI Benefit Details

Deploying EVOLVE WFM is simply a smart move.
The benefit details below should give you plenty of ammunition of make a great business case for EVOLVE WFM. The numbers speak for themselves. However, our sales team is standing by to answer any questions and provide any additional support you may need.


BENEFIT #1 – SUPERVISOR & ANALYST TIME SAVINGS – REDUCTION OF MANUAL PROCESSES

WFM teams and Supervisors spend significant time creating forecasts,schedules, staffing models, time off allowances and monitor real time in a manual process. Our NICE solution will free up WFM teams to be more proactive, and focus on key analysis to improve business results with process automation.

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    • Number of WFM managers & analysts (FTE)
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    • Annual fully burdened supervisor cost (benefits, workstation, overhead costs)
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    • Forecasting: Time reduction in creating anticipated contact type volumes, staffing requirements and projected service levels
    • Impact of time for WFM/Managers
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    • Achievable
    • Scheduling/Planning: Time reduction in coordinating shift bids, schedules needed, and all offline activity planning (meetings, training, etc.)
    • Impact of time for WFM/Managers
    • Conservative
    • Achievable
    • Real Time Coordination/Intraday Management: Time reduction in monitoring agent adherence and balancing net staffing (OT, VTO, etc.)
    • Impact of time for WFM/Managers
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    • Time Off Management / PTO: Time reduction in reviewing and approving exception requests
    • Impact of time for Managers
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    • Impact of time for WFM/Managers
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    • Total % of Time freed up by Role
    • Impact of time for WFM/Managers
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    • Resultant FTEs freed up to do higher value work for WFM/Managers
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    • Annual Associated Value
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BENEFIT #2 – IMPROVED ADHERENCE – RIGHT STAFF AT THE RIGHT TIME

NICE WFM utilizes a Real Time Adherence platform that allows Supervisors/WFM who perform intraday management the ability to monitor the work states of their agents. This allows them to ensure each agent follows their schedules which allows them to increase their productivity.

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    • Number of agents
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    • Annual fully burdened agen cost (including benefits, workstation and overhead costs
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    • Average minutes per day out of adherence
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    • Anticipated Adherence
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    • Average additional minutes in reduced Aux abuse per year/per agent
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    • Percentage of agents increased avability to handle more calls
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    • Annual Associated Value
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BENEFIT #3 – PAYROLL IMPACT – PRODUCTIVITY

Poor forecasting and inadequate requirements algorithms result in overstaffing or understaffing scenarios that lead to additional cost to serve particularly in a multi-channel / multi-skill environment. The ability to increase accuracy of staffing requirements per interval will provide a lower cost schedule to provide the same or better service objective.

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    • Current Occupancy
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    • Current Staffing Cost
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    • Current OT Spend (200 hours/week)
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    • Anticipated Reduction in Overtime (%)
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    • Anticipated improvement in forecast requirements accuracy (%)
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    • Reduction in overtime
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    • Reduction of FTE due to forecast / requirements accuracy
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    • Annual Associated Value
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BENEFIT #4 – REDUCED AGENT TURNOVER

Empowering agents to have more feedback into their schedule resulting in better control over their worklife will enhance agent satisfaction and reduce turnover.

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    • Number of agents (reconciled)
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    • Annual turnover rate
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    • Number of agents needed to be replaced annually
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    • Anticipated turnover reduction due to agent empowerment
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    • Reduced number of agents needing to be replaced annually
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    • Average replacement cost (recruiting, hiring & training)
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    • Annual Associated Value
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BENEFIT #5 – PERFORMANCE & COMPLIANCE

Stabilizing service and processes result in a positive impact to financial and regulatory contracts. Increasing productivity will also improve total sales revenue, where applicable.

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    • Reduction to performance guarantees at risk - Total
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    • ...Impact to SL
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    • ...Impact to Aban Rate
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    • Performance guarantee – Financial Impact
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    • Reduction to compliance penalties assessed
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    • Improvement to success of sales (1-2% less abandoned)
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    • Sales - financial impact
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    • Annual Associated Value
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TOTAL ANNUAL BENEFIT SUMMARY

    • BENEFIT SUMMARY
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    • Benefit #1: Supervisor & Analyst Time Savings – Reduction of Manual Processes
    • Conservative
    • Achievable
    • Benefit #2: Improved Adherence - Right staff at the Right time
    • Conservative
    • Achievable
    • Benefit #3: Payroll Impact – Productivity
    • Conservative
    • Achievable
    • Benefit #4: Reduced Agent Turnover
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    • Achievable
    • Benefit #5: Performance & Compliance Risks
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    • TOTAL ANNUAL BENEFIT
    • Conservative
    • Achievable
    • ROI – CONSERVATIVE
    • Initial Year
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    • Annual Costs – Initial & Ongoing
    • Initial Year
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    • Annual Financial Benefit
    • Initial Year
    • Year 2
    • Year 3
    • Rate of Return
    • Initial Year
    • Year 2
    • Year 3
    • PAY BACK PERIOD (Based on a 36-month term)
    • Initial Year 
    • Year 2
    • Year 3 
    • ROI – ACHIEVABLE
    • Initial Year
    • Year 2
    • Year 3
    • Annual Costs – Initial & Ongoing
    • Initial Year
    • Year 2
    • Year 3
    • Annual Financial Benefit
    • Initial Year
    • Year 2
    • Year 3
    • Rate of Return
    • Initial Year
    • Year 2
    • Year 3
    • PAY BACK PERIOD (Based on a 36-month term)
    • Initial Year 
    • Year 2
    • Year 3 
Save Benefit Details