ROI Calculator for Contact Centres

The EdgeTier ROI calculator is a simple tool that helps you estimate potential annual cost savings from improving contact centre efficiency. By entering a few key details, like your annual interaction volume, cost per interaction, and average handling time, you can see the estimated financial impact EdgeTier could deliver through fewer contacts, fewer repeat interactions, and more efficient handling.

The calculator estimates annual savings across four areas:

1. Overall Contact Volume Reduction: savings from reducing total interactions
2. Repeat Contact Reduction (FCR improvement): additional savings from fewer repeat contacts
3. Average Handling Time (AHT) Reduction: savings from reduced time spent per interaction
4. QA Team Optimisation: savings from reduced QA resourcing as volumes fall

These savings are calculated using your inputs and fixed benchmark assumptions. The results are shown as a total estimated annual savings figure, with a breakdown of savings by category.

We assume EdgeTier can enable a 10% reduction in total contact volumes. The cost savings are calculated by multiplying the reduced interactions by your cost per interaction.

We assume:

• Current repeat contact rate: 20%
• EdgeTier repeat contact rate: 15%
• Net improvement: 5% fewer repeat contacts

This reduction is applied after the initial 10% overall contact volume reduction.

AHT savings are based on reducing wrap-up time only (not the full interaction time). We assume:

• Wrap-up time is 60 seconds per interaction
• EdgeTier removes 75% of wrap-up time
• That equals 45 seconds saved per interaction
• On a 6-minute interaction, that’s equivalent to a 7.5% reduction in total handling time

This AHT reduction is applied only to the remaining interactions after all contact volume reductions.

QA savings are estimated based on a benchmark QA staffing model and scale with interaction volume reduction. We assume:

• 6 QA team members per 1,000,000 interactions
• €40,000 per QA team member per year (fully loaded cost)

If total interactions decrease, the required QA resourcing is reduced proportionally, and the difference is shown as annual QA cost savings.

No. The ROI calculator provides an estimate based on the information you enter and a set of benchmark assumptions. Actual savings will vary depending on factors like your contact mix, operational processes, customer behaviour, existing tooling, and how EdgeTier is deployed in your environment. We recommend using the calculator as a directional guide, and speaking with the EdgeTier team for a more tailored ROI assessment based on your real contact centre data.

If you’d like to validate these assumptions, explore your specific use case, or get a tailored ROI assessment, you can contact the EdgeTier team directly via our website contact form or request a demo. We’ll be happy to walk through your numbers and show how EdgeTier can help improve efficiency across your contact centre.