Discover Auto QA ROI Opportunities
Discover your ROI opportunity by using mySQM™ Auto QA software. As a result of our mySQM™ Auto QA tool, our clients' financial ROI is up to 600%, and the payback period is 3 months or less. Using our Auto QA, you will reduce your quality assurance costs and improve your call center customer satisfaction (CSat). Many clients increase their CSat/FCR performance, reducing repeat calls by up to 10%.
Up to 600% ROI in the First Year: For most call centers, auto QA solutions typically generate a 300% to 400% return within the first year. This means companies get back between $4 and $5 in savings for every dollar spent on the auto QA system.
Predicting Customer Satisfaction (CSat): The ability to predict CSat on 100% of calls provides tremendous insights and agent accountability. Every 1% improvement in CSat can save a typical call center around $286,000 annually. Therefore, improvement in call center CSat further enhances the financial ROI.
Cost Reduction in Manual QA: Manual QA requires human reviewers, which can be expensive due to the need for staff, training, and time. Auto QA systems can handle a much larger volume of calls, analyzing a higher percentage or even 100% of interactions.
Lower Handling Costs: Resolving issues more efficiently and satisfactorily can decrease the average handle time (AHT) per call and reduce operational costs. Shorter calls mean fewer resource demands (e.g., labor and telecom costs).
Using Our ROI Calculator
Our Auto QA improvement return on investment calculation only factors into operational savings. Auto QA improvement ROI is based on inputting your call center's number of agents, average QA evaluator salary, number of QA evaluators, average QA supervisor salary, number of QA supervisors, and annual CX survey costs.
By inputting your QA data, you can quickly find out how much operational savings your call center will gain using mySQM™ Auto QA software, which has a proven track record for helping clients improve Csat and reduce costs. It only takes a few minutes to calculate your Auto QA improvement ROI.
Example ROI Calculation Report
mySQM™ Auto QA ROI Calculator
Annual Financial Return on Investment (ROI) for Auto QA
1. Costs of Manual QA (Before Auto QA Implementation):
You have evaluator(s) making $ each annually, QA supervisor(s) making $ each annually, and $ in annual CX survey costs.
- Annual salary for QA evaluators:
- Annual salary for QA supervisors:
- Annual CX survey cost:
So, the total annual cost for manual QA and surveys is:
2. Costs of Auto QA (After Implementation):
- Auto QA costs $ per agent per month
- You have agents, so the monthly cost for Auto QA is:
So, the total annual cost for Auto QA is:
3. Annual Savings:
The manual QA system, including CX surveys, costs $ annually. After implementing Auto QA, the total cost will be $. Therefore, the annual savings is:
4. ROI Calculation:
Return on Investment (ROI) is calculated as:
The savings from implementing Auto QA is $, and the investment (cost of Auto QA annually) is $. Therefore, the ROI is:
Conclusion:
The annual ROI for implementing Auto QA is approximately %. This reflects the savings gained from reducing manual QA costs and eliminating the CX survey expenses.
In addition, for the average midsize call center, every 1% improvement in their FCR performance equals $286,000 in annual operational savings. In many cases, the operational savings that clients experience by partnering with SQM to improve their FCR are far greater than the savings shown in your report in moving from a manual to an auto QA program.
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Learn more about mySQM™ Auto QA Tool and find out how SQM can help your call center improve customer satisfaction and reduce cost to score.