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. Your estimated savings based on your call centers information may differ significantly from estimated from industry figures from the Purdue database

2.  Estimates from Data base

Here the potential savings is based on industry averages from data from the Benchmark Study of Call Center at Purdue University. There are over 5000 call centers in the study but numbers do not reflect a national representative sample (there is no national representative sample of call centers anywhere) and as a result these numbers may not reflect your actual potential savings. The range presented represents an upper and lower limit based on different ways of estimating costs per call in the Benchmark Study.

What ROI means in this calculator- A positive number represents what you save more than what you spent for implementation in the first year. So for example if the number is +10% you save 10% more than your implementation cost in the first year. If the number +200% it means you save 200% of your implementation costs during the first year.

A negative number is more than what you save. For example if the number is -10% you have spent 10% more to implement the system than the savings. If the number for example is -200% you have spent 200% more than you have saved in the first year.

Please advise if changes are desired. Feel free to use the ROI calculator with your clients.