| Why should you invest in the CallBack Manager? |
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| The Return on Investment (ROI) with the CallBack Manager is very high and unlike many other solutions the payback starts immediately. The cost reduction occurs due to
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Less hold time |
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Shorter calls per week |
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| Additional revenue could be generated due to additional calls handled per week. For example, consider a hypothetical Call Center with a toll free number and five hundred agents working 10 hours a day. Each agent handles on an average 10 calls an hour. So, the total number of calls handled per day would be around 50,000. The following table shows the cost comparison with the CallBack Manager and without the CallBack Manager with fixed cost per call as $20.
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| ROI Without CallBack Manager | ROI With CallBack Manager |
Average number of calls per day = 50,000
Average waiting time per customer = 5 minutes
Cost of call/per minute = $0.6
Average time per transaction = 6 minutes | Average number of calls per day=50,000
Average hold time reduces to 1 minute
Average talk time reduces to 4 minutes
Cost of outgoing call = $0.5
Assuming 30% of the customers opt for the call back |
Telecom cost involved=
50000 * 5 * 0.6
(total number of customers * average hold time * cost per call)
+
50000 * 6 * 0.6
(total number of customers * average talk time * cost per call) | Telecom cost involved=
50000 * 1 * 0.6
(total number of customers * average hold time * cost per call)
+
35000 * 4 * 0.6
(total number of customers answered in the queue * average talk time * cost per call)
+
15000 * 4 * 0.5
(total number of customers called back * average talk time * cost per outgoing call) |
Total cost per day = $330000
Total cost per month = $9900000
Total cost per year = $118800000 | Total cost per day = $144000
Total cost per month = $4320000
Total cost per year = $51840000 |
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Cost benefit due to additional call handling:
With the CallBack Manager, the transaction time is reduced and productivity of agent increases. |
| Each agent is able to take more calls per hour. Assuming each agent handles one call extra per hour, then the increase in number of calls taken = 1 * 10 * 500 = 5000 |
| Cost benefit: Fixed cost per call = (20*50000) / 55000 ~$18 |
The cost benefit due to additional calls handled = 2 * (50000-0.6) * 50000
=70,000/day
=21, 00,000/month
=2, 52, 00,000/year
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