ℹSelect your current and target maturity levels, then enter your contact center details. Your report shows the incremental benefit of moving from Current to Target.

📄 Your Report

Company Name (optional — personalizes your report)

Maturity Level Selection

Current

Target

📋 Model & Contact Center

Model

IT Service Desk = no upsell revenue

Contact Center Type

Pre-fills cost assumptions

Do your Contact Center perform Upselling?

If No, upsell revenue is excluded

📞 Contact Center Metrics

Monthly Call Volume

calls

Total monthly customer interactions

Average Handle Time (AHT)

secs

Average time per interaction

Number of Agents

FTE

Auto-calculated from volume & AHT

ROI Dashboard

ROI ($)	ROI %
3-Year Net Benefit — Year 1 — Year 2 — Year 3 — Net Benefits (3yr) — Total Costs (3yr) —	3-Year ROI — Year 1 ROI — Year 2 ROI — Year 3 ROI —

Benefits Breakdown ($)	Y1	Y2	Y3	Overall

⏱ Break-Even Period

—

months (Full ROI)

—

months (Cost Opt. only)

3-Year Benefits Breakdown (Top 5)

3-Year Net Benefits Trend

🔧 Backend assumptions used in all ROI calculations. Changes here flow through to all dashboards automatically.

💰 Backend Cost Assumptions

Agent Hourly Cost (Fully Burdened)

$/hr

Offshore:$10 · Onshore:$35 · Hybrid:$20

Cost to Hire & Train Agent

Time to Proficiency (New Agent)

days

QA Fully Burdened Hourly Cost

$/hr

Supervisor Hourly Cost

$/hr

Trainer Hourly Cost

$/hr

Hours per Manual Audit

hrs

WFM Fully Burdened Hourly Cost

$/hr

Tool License (per agent/year)

$/yr

Cost per Automated Interaction

Annual Uplift % (costs & revenue)

Revenue per Call (Upsell)

Customer Service only · Offshore:$8 · Onshore:$25 · Hybrid:$15

⏱ WFM Time Spent per Week

Forecasting Time

hrs/wk

Scheduling Time

hrs/wk

Real-time Management Time

hrs/wk

Reporting & Analytics Time

hrs/wk

Maturity Level Improvement Targets

Every value below is editable and flows straight through to the ROI. Highlighted column = selected target level.

🎚 Edit any Level % to override the Excel default. Unticking Include drops that benefit from the ROI entirely. Press Reset to restore the Excel defaults and re-include every benefit.

Include	Benefit Category	Cat.	Description	L1	L2	L3	L4	L5

Automations

Metric	Level 1	Level 2	Level 3	Level 4	Level 5
Success Rate in Implementing	70%	70%	70%	70%	70%
Avg Handle Time of Automated Contacts (secs)	400	400	400	400	400
Monthly Calls Deflected	0	0	1,400	4,200	7,000

Upsell Opportunities

Metric	Level 1	Level 2	Level 3	Level 4	Level 5
Success Rate in Upselling	0%	10%	20%	30%	40%
Monthly Calls Identified for Upsell	0	200	1,000	3,000	6,000

∑ Formulae & Calculation Logic

All formulae replicated from Excel template ROI_Calculator_V8_1.

Key Principle: Each savings line = calc(Target Level) − calc(Current Level). Costs are absolute.

📥 Derived Input Formulae

Number of Agents — B12

B12 = MROUND(((B10/4.3)×B11)/3600/40/65%/(1−30%),25)

WFM Analysts — B17

B17 = ROUNDUP(B12/100,0)

Quality Analysts — B18

B18 = ROUNDUP(B12/25,0)

Supervisors — B19

B19 = ROUNDUP(B12/20,0)

Trainers — B20

B20 = ROUNDUP(B12/100,0)

Monthly Manual Audits — B21

B21 = 2% × B10

✅ Data Validation

Live comparison vs. Excel. Scenario: Current=L2, Target=L4, Offshore, CS, default inputs. Tolerance: <0.1%.

📋 Validation Results

Metric	Category	Excel Value	HTML Calc	Match?

About these estimates. The figures shown are illustrative projections based on the inputs provided and general industry assumptions built into this model. They are intended to help frame a conversation about the potential value of advancing contact center maturity — not a forecast, promise, or guarantee of specific outcomes. Actual results vary by organization, including implementation approach, adoption, timing, and operating conditions. Nothing here constitutes a commitment or contractual obligation.

The ROI of Contact Center Maturity Gains