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

📞 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— Total Costs (3yr)—	3-Year ROI — Year 1 ROI— Year 2 ROI— Year 3 ROI— Total Benefits (3yr)—

ROI Breakdown ($)

⏱ Break-Even Period

—

months (Full ROI)

—

months (Cost Opt. only)

Year 1 Savings Breakdown

3-Year Net Benefits Trend

Maturity Level Improvement Targets

Highlighted column = selected target level.

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.

How Mature Is Your Contact Center?