Know How Much Each Customer Service Metric Costs

To change the Customer Service conversation, one must continuously know how much each customer service metric costs. This must be visible by:

  • Line of business, product, campaign, channel, and queue.
  • Contact center, manager, agent, and vendor partner

The answer to how is in 3 parts:

1. Translate Service Metrics to Cost - This includes First Call Resolution, Handle Time, Hold Time, Ready Time, Customer Satisfaction, Occupancy, Shrinkage, Cost to Serve, Cost per Minute, and Overtime are just a few.

2. An Exact ROI — Continuously translating metrics to cost to understand the effect of decisions in real time, and pinpoint exactly where to focus resources for the greatest return.

3. Contact Efficiency Index (CEI) - The single most important way to deliver outstanding customer success at the highest ROI. It continuously measures the percent of every dollar spent engaged with customers. CEI is the only metric to explain how Customer Service (Contact) Center KPI’s are achieved or missed. It levels the playing field for all management levels, including outsourced vendors, and cannot be manipulated.

! Important ! Executives and managers must have instant access to this business intelligence, relative to their role, at any time.


Click a job role to learn benefits of translating the conversation to spending.

A 1,000 seat Contact Center can save as much as $11.5 million annually — funding new revenue generating products and services.

Direct line of sight between Customer Service spending and performance outcomes.

Outperform competition in a manner they cannot rival or sustain.

Benchmark performance globally with absolute equality, regardless of currency, team size, vendor partner, payroll, or experience.

Where To Start

In partnership with C-level

Benchmark performance globally with absolute equality, regardless of currency, team size, payroll, or experience.

Continuous, real time Contact Center ROI - manage the here and now before problems arise.

Level the playing field for outsourced vendor management. Answer the question "how efficiently are vendors utilizing funding, and which one(s) stand out?".

A single point of truth everyone understands and can achieve (both internal and outsourced) , from C-level to Contact Center rep.

Where To Start

In partnership with Senior Executives

Benchmark performance globally with absolute equality, regardless of currency, team size, payroll, or experience.

Direct line of sight between spending and performance outcomes — at all levels.

Compete with other Contact Centers or outsourced vendor partners on a level playing field, regardless of budgets, currency, team size, or experience.

Answers the questions "how efficiently are operations performing, which managers are achieving goals efficiently, where are strong and weak points, and how to build and sustain excellence?".

A continuous ROI for decision making: in total, by line of business supported, product, promotion, campaign, or customer — by channel, queue, Manager, and Agent.

Where To Start

In partnership with Contact Center Executives

Pinpoint Agent strength and weakness in near real time, allowing for precise training and mentoring, avoiding Agent burnout or humiliation.

A level playing field for achievement compared to other Managers and teams, regardless of differing team size, Agent skill and experience level, or payroll.

Exact ROI on performance and decision making — by line of business supported, product, promotion, campaign, or key customer – by channel, queue, and Representative.

Where To Start

In partnership with Contact Center Managers

Equalizes performance relative to other Agents, regardless of salary, experience, or skill level.

Pinpoints strengths and weaknesses, avoids burnout or humiliation, allowing for precision training and mentoring.

Managers align compensation and incentives with financially efficient performance combined with traditional measures.

Where To Start


A New Conversation Everyone Understands

Compensation and Incentives

Recall the two Managers described on the Problem page, and the challenge of compensation and recognition?

Through a CEI and Metrics Translated to Cost lens, we see Manager G achieved success by applying 81% of their staff budget toward customer engagement. In other words, the ROI of the $600,000 invested in Manager G's team was 81%, while Manager B returned 58%. Manager B's ROI was 39% below Manager G.

While traditional measures rationally lead to compensating and incentivizing Manager B over Manager G, CEI and Metrics Translated to Cost reveals a false positive, and the opportunity to recognize outstanding ROI in goal achievement.

Importantly, a higher CEI corresponds to lower turnover, higher morale, improved customer excellence, and sustained quality.

Where To Start


Cost of Customer Service Operations

CEI and Metrics Translated to Cost measures a true ROI at any level, making for the most accurate decisions.

For example, a Contact Center wishes to reduce hold times on 2 lines of business and 10 queues, and a proposed solution is being offered at $500,000.

With CEI and Metrics Translated to Cost we learn:

  • Hold times for the 10 queues in question cost $500,000 in the past year, and $175,000 last quarter.
  • The CEI for the staff supporting the queues was 70%. Max CEI is 84%, beyond which is Agent burnout.
  • The best hold time can be reduced is 50%, so at that rate, total improvement is $250,000.

With CEI and Metrics Translated to Cost, we pass on this solution; it will cost twice as much as the problem. In addition, a CEI at 70% indicates further exploration for the reasons behind high hold times. It could be a training or mentoring opportunity focused on a handful of agents.

Where To Start

For more information, please contact us at info@gotitsoftware.com