roi - To AT&T Patricia Heeter and Marilyn Reznick From...

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To: AT&T- Patricia Heeter and Marilyn Reznick From: Richard Feinberg, Ph.D. Center for Customer driven Quality Re: ROI calculator for speech/self-service version 1.0 The breadth and depth of the Purdue University Benchmark database gives us a unique opportunity to provide insight into the possible savings when a company moves toward self-service call/contact center applications. The nature of the data means that very little input needs to be made because we have various estimates of costs per call by industry. We have constructed an ROI calculator for your review (and use). This ROI calculator takes all the budgetary information we have and estimates a range of savings and ROI. This information will hopefully be useful as you move clients toward self-service AT&T products. Types of estimates 1. Client numbers Estimates can be made from client based cost per call or calls handled. When client information is used the savings is the estimated based on your information. You also get savings based on industry averages.
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