Discover Your Team's Agent Cost-Effectiveness

Agent Cost-Effectiveness Quad Map & ROI Calculator

Generate a quad map that shows agent cost-effectiveness based on customer satisfaction and the cost per call resolution for up to 16 different agents. The cost per call resolution calculation is the cost per call multiplied by the average number of calls required to resolve the inquiry. For example, a $12.35 cost per call resolution is based on the cost per call ($8.82) multiplied by the average number of calls required to resolve the inquiry (1.4), resulting in $8.82 x 1.4 = $12.35.

By entering your team's average agent salary and the average agent calls handled per day, as well as agent performance for customer satisfaction (Csat) and calls resolved for each individual agent in that team:

• Agent Csat: the percentage of customers who were overall very satisfied (top box survey response) with the agent who handled their call.
• Calls Resolved: the percentage of customers who said the agent resolved their inquiry.

Inputting this data, you will find out how much operational savings your call center team will gain by using mySQM™ Customer Service QA software, which has a proven track record for helping clients improve FCR. It only takes a few minutes to calculate your team's call resolution improvement ROI.