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Speech Analytics

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QM Effectiveness
Efficiency - Silence Reduction
Efficiency - First Call resolution
Efficiency - Call Deflection
Efficiency - Talk Offs
Collections Increase
Sales Revenue Increase
Legal Compliance
Agent Attrition
Customer Churn Reduction

Enter Call Inputs and Labor lnput values.

Call Inputs
Estimated average call time (AHT) per call? (in minutes)
Mined hours per day, per agent
Average number of calls handled by an agent per day?
Number of days worked per month
Labor Inputs
What is your average approximate annual “loaded cost” for a FTE agent?
What is your average approximate annual “loaded cost” for a QA person?
Estimated number of agents?
Estimated number of QA Personnel needed

QM Effectiveness

Setup: CallMiner Assumptions
Avg QA FTE reduction from proposed solution:
BASELINEPROJECTED
Annual QA FTE cost
Annual QA FTE count
QA scalability: agents per QA FTE
Gross Savings

Efficiency - Silence Reduction

Setup: CallMiner Assumptions
Silence Reduction
Additional Inputs
What is the estimated percentage of each call that is silence?
What is your current talk time efficiency?
BASELINEPROJECTED
Annual call hours
Annual hours of silence
Reduction in annual hours of silence
Silence hours reduced per day based on talk time per day
Agent FTE reduction
Gross Savings

Efficiency - First Call Resolution

Setup: CallMiner Assumptions
Reduction in Repeat Call Volume
Avg Call Length Increase
Additional Inputs
What percentage of your calls are repeat callers?
BASELINEPROJECTED
Total hours of calls annually
Total # of calls annually
# Of repeat calls annually
One-time calls
Annual reduction in repeat calls
New volume of repeat calls
New total call volume
New avg call time in minutes
New total hours of calls annually
Reduction in total call hours per day
Agent FTE reduction
Gross Savings

Efficiency - Call Deflection

Setup: CallMiner Assumptions
% of calls that can be deflected
Additional Inputs
% of all calls with attempted resolution through a different channel
BASELINEPROJECTED
Annual call volume
Calls with attempted resolution through other channels
Calls deflected
Loaded cost per call
Annual Savings from Call Deflection

Efficiency - Talk Offs

Setup: CallMiner Assumptions
% Increase in talk offs resulting in payment
Additional Inputs
What is the estimated percentage of each call that is silence?
Avg. revenue collected
BASELINEPROJECTED
Annual call hours
Annual hours of silence
Annual projected talk offs
Increased Annual Revenue Dollars

Collections Increase

Setup: CallMiner Assumptions
Increase in % of successful contacts to total calls per month
Additional Inputs
Average ratio of total successful contacts to total calls per Month
Average revenue negotiated payment (NP) per successful contact
% of successful contacts that result in NP
Average revenue payment in full (PIF) per successful contact
% of successful contacts that result in PIF
Weighted Average Revenue per Successful Contact
Average number of calls per agent per Month
Average Revenue per Agent Monthly
BASELINEPROJECTED
Monthly agent cost
Monthly QA/supervisor cost
Monthly weighted average revenue per agent
Average monthly revenue
Total cost
Monthly operating profit $
Monthly operating profit %
Increased Annual Revenue/Margin Dollars

Sales Revenue Increase

Setup: CallMiner Assumptions
% Increase in sales-closing ratio
Additional Inputs
Percentage of total calls that are able to generate revenue
How many revenue generating calls per month result in a sale?
Average revenue per sale
Average revenue per sale
What percent of successful sales are baseline product (vs. upsell)
Weighted Average Revenue per Successful Contact
Average number of calls per agent per Month
Average Revenue per Agent Monthly
BASELINEPROJECTED
% of successful contacts that result in upsell
Sales-closing ratio
Monthly agent cost
Monthly QA/supervisor cost
Monthly average revenue per agent
Average monthly revenue
Total monthly cost
Increased Annual Revenue Dollars

Legal Compliance

Setup: CallMiner Assumptions
Reduction in % of annual calls that result in complaints
Additional Inputs
Percentage of total annual calls that result in complaints
Estimated internal cost per complaint
Percentage of total complaints above that require internal defense
Avg cost of complaint defense (internal personnel, offline settlement, etc)
Percentage of internally defended complaints that require attorney intervention
Avg attorney defense cost for defended complaints
Percentage of attorney-defended complaints that result in regulatory fines
Avg cost of fine/penalty per infraction
BASELINEPROJECTED
Annual calls that result in complaints/escalations
Internal cost of addressing complaints/escalations
Annual calls that require defense
Annual cost to defend against complaints/escalations
Annual calls that require attorney intevention
Cost of attorney intervention
Annual calls that result in fines or penalties
Annual fines for infractions
Total annual legal/compliance cost:
Increased Annual Revenue Dollars

Agent Attrition

Setup: CallMiner Assumptions
Annual new-hire churn improvement %
Additional Inputs
Annual new hire churn %
# Months before revenue generation for new hire
Gross margin% per agent
Recruiting cost per agent
BASELINEPROJECTED
Annualized churn
# of collectors that turn over in a year
Lost revenue per employee that turns in 12 months
Recruiting cost per agent
EBITDA impact per employee that turns
Annual EBITDA impact due to employee turnover
Gross Savings

Note: This use case is most powerful with large agent population or smaller organisations with churn north of 30% attrition.

Customer Churn Reduction

Setup: CallMiner Assumptions
Save rate percentage increase
Additional Inputs
% of total calls that are churn related
Current save rate on churn related calls
Average revenue per customer
Average cost to acquire a customer
BASELINEPROJECTED
Annual call volume
Churn calls
Annual saves
Save rate
Annual revenue
Avoidance of increased cost to acquire
Increased Annual Revenue Dollars

Summary

ROI Use case: Cost reduction

QM Effectiveness

Efficiency - Silence Reduction

Efficiency - First Call resolution

Efficiency - Call Deflection

Efficiency - Talk Offs

Legal Compliance

Agent Attrition

Customer Churn Reduction

ROI Use case: Revenue Generation

Collections Increase

Sales Revenue Increase

Gross Cost Reduction
Gross Revenue Increase
Total Impact
Proposed Cost of System
Total ROI %