ℹ Select your maturity levels and update the highlighted fields. The dashboard shows the incremental benefit of moving from Current to Target level.
Maturity Level Selection
Current
Target
📋 Model & Contact Center
IT Service Desk = no upsell revenue
Pre-fills cost assumptions
📞 Contact Center Metrics
calls
Total monthly customer interactions
secs
Average time per interaction
FTE
Auto: MROUND(((Vol/4.3)×AHT)/3600/40/65%/(1−30%),25)
ROI Dashboard
ROI ($) ROI %
3-Year Net Benefit
—
Year 1 —
Year 2 —
Year 3 —
Total Costs (3yr) —
3-Year ROI
—
Year 1 ROI —
Year 2 ROI —
Year 3 ROI —
Total Benefits (3yr) —
ROI Breakdown ($)
⏱ Break-Even Period
—
months (Full ROI)
—
months (Cost Opt. only)
🔧 Backend assumptions used in all ROI calculations. Changes here flow through to all dashboards automatically.
💰 Backend Cost Assumptions
$/hr
Offshore:$10 · Onshore:$35 · Hybrid:$20
$
days
$/hr
$/hr
$/hr
hrs
$/hr
$/yr
$
$
%
$
Customer Service only · Offshore:$8 · Onshore:$25 · Hybrid:$15
⏱ WFM Time Spent per Week
hrs/wk
hrs/wk
hrs/wk
hrs/wk
Year 1 Savings Breakdown
3-Year Net Benefits Trend
WFM Cost Savings
BenefitAreaImp. %Year 1 ($)Year 2 ($)Year 3 ($)3-Yr Total ($)
Analytics & CCA Cost Savings
BenefitAreaImp. %Year 1 ($)Year 2 ($)Year 3 ($)3-Yr Total ($)
Value Realization
BenefitAreaImp. %Year 1 ($)Year 2 ($)Year 3 ($)3-Yr Total ($)
Costs & Business Outcomes
MetricCategoryYear 1Year 2Year 33-Yr Total
Maturity Level Improvement Targets
Highlighted column = selected target level.
Benefit CategoryCat.Description L1L2L3L4L5
Automations
Metric Level 1Level 2Level 3Level 4Level 5
Success Rate in Implementing 70%70%70%70%70%
Average Handle Time of Automated Contacts (seconds) 400400400400400
Monthly Calls Deflected (dynamic: B10 × Automation% × 70%) 0 0 1,400 4,200 7,000
Upsell Opportunities
Metric Level 1Level 2Level 3Level 4Level 5
Success Rate in Upselling 0%10%20%30%40%
Monthly Calls Identified for Upsell (dynamic: B10 × Upsell% × Success Rate) 0 200 1,000 3,000 6,000
∑ Formulae & Calculation Logic
All formulae replicated exactly from Excel template ROI_Calculator_V8_1 — cell references for traceability.
Key Principle — Incremental (Delta) Calculation: The ROI Dashboard shows the additional value of moving from Current → Target level. Each savings line = calc(Target Level) − calc(Current Level). Costs are absolute (full costs apply regardless of current maturity).
📥 Derived Input Formulae — Current State Inputs Sheet
Number of Agents — B12
Auto-calculated from call volume & AHT. Assumes 65% occupancy, 30% shrinkage, 40-hr week.
B12 = MROUND( ((B10 / 4.3) × B11) / 3600 / 40 / 65% / (1 − 30%) , 25) B10=Monthly Call Volume | B11=AHT(seconds) | Rounds to nearest 25
Source: Current State Inputs!B12
WFM Analysts — B17
B17 = ROUNDUP(B12 / 100, 0) → 1 per 100 agents
Source: Current State Inputs!B17
Quality Analysts — B18
B18 = ROUNDUP(B12 / 25, 0) → 1 per 25 agents
Source: Current State Inputs!B18
Supervisors — B19
B19 = ROUNDUP(B12 / 20, 0) → 1 per 20 agents
Source: Current State Inputs!B19
Trainers — B20
B20 = ROUNDUP(B12 / 100, 0) → 1 per 100 agents
Source: Current State Inputs!B20
Monthly Manual Audits — B21
B21 = 2% × B10
Source: Current State Inputs!B21
Revenue per Call — B42 (Customer Service only)
B42 = IF(Model=”IT Service Desk”, 0, IF(CC=”Offshore”,8, IF(CC=”Onshore”,25, IF(CC=”Hybrid”,15,0))))
Source: Current State Inputs!B42
🏗 WFM Savings Formulae — Year 1 (per Level)
FTE Right Sizing
F7 = (B12 × ImpFTE) × (B25 × 40 × 52) B12=Agents | B25=Agent $/hr | ImpFTE=improvement%
ROI Dashboard MLx!F7
Forecasting Time Reduction
F8 = B17 × B33 × B32 × 52 × ImpForecast B17=WFM Analysts | B33=hrs/wk | B32=WFM $/hr
ROI Dashboard MLx!F8
Scheduling Time Reduction
F9 = B17 × B34 × B32 × 52 × ImpSched
ROI Dashboard MLx!F9
Real-time Management Time Reduction
F10 = B17 × B35 × B32 × 52 × ImpRTM
ROI Dashboard MLx!F10
Reporting & Analytics Time Reduction
F11 = B17 × B36 × B32 × 52 × ImpReport
ROI Dashboard MLx!F11
Year 2 & Year 3 Uplift (all lines)
G_n = F_n × (1 + B41/100) [Year 2] H_n = G_n × (1 + B41/100) [Year 3] B41 = Annual Uplift % (default 2%)
📊 Analytics / CCA Savings Formulae — Year 1
AHT Reduction
F13 = ((B11 × ImpAHT) / 3600) × B25 × B10 × 12 B11=AHT(secs) | B25=Agent $/hr | B10=Monthly calls | ×12=annualise
ROI Dashboard MLx!F13
Agent Training Cost Efficiency
F14 = ((B27 × ImpTrain) / 260) × (B20 × B16/100) × (B30 × 2080) B27=Days to proficiency | B20=Trainers | B16=Attrition% | B30=Trainer $/hr
ROI Dashboard MLx!F14
QA Efficiency Gain (AQM)
F15 = (B21 × ImpQA) × B31 × 12 × B28 B21=Monthly audits | B31=hrs/audit | B28=QA $/hr
ROI Dashboard MLx!F15
Supervisor Efficiency Gain
F16 = (2080 × ImpSup) × B19 × B29
ROI Dashboard MLx!F16
Reduction in Agent Attrition
F17 = B12 × (B16/100) × B26 × ImpAttr
ROI Dashboard MLx!F17
Volume Deflection (Automation)
Monthly Calls Deflected = B10 × VolDefl% × 70% Monthly_Deflected = B10 × VolDefl% × 70% (dynamic on B10) [At B10=100k: L1=0, L2=0, L3=1,400, L4=4,200, L5=7,000] F18 = Monthly_Deflected × (400/3600) × B25 × 12
Maturity Level Benefits!E25 · ROI Dashboard MLx!F18
💰 Value Realization — Upsell Formula
Identifiable Upsell Opportunities (Customer Service only)
Monthly Upsell Calls = B10 × UpsellOpp% × 50% Monthly_Upsell = B10 × UpsellOpp% × SuccessRate (dynamic on B10) Success Rate per Level: [0%, 10%, 20%, 30%, 40%] [At B10=100k: L1=0, L2=200, L3=1,000, L4=3,000, L5=6,000] F31 = B42 × Monthly_Upsell × 12 (0 if IT Service Desk)
Maturity Level Benefits!E29 · ROI Dashboard MLx!F31
💸 Cost Formulae
One-Time Implementation Cost — Year 1 only
F20 = B38 [Yr1] | G20 = 0 [Yr2] | H20 = 0 [Yr3]
ROI Dashboard MLx!F20
Annual License Cost
F21 = B37 × B12 [B37=$960/agent/yr] G21 = F21 × (1+B41/100) | H21 = G21 × (1+B41/100)
ROI Dashboard MLx!F21
Technology Cost (Automation Infrastructure)
Uses Level 5 monthly deflected calls as baseline — constant across all levels.
L5_Monthly_Deflected = B10 × 10% × 70% = 14,000 (at default) F22 = L5_Deflected × B39 × 12 = 14,000 × $2 × 12 = $336,000/yr G22 = F22 × (1+B41/100) | H22 = G22 × (1+B41/100)
Maturity Level Benefits!F25 · ROI Dashboard MLx!F22
📈 Net Benefit, ROI & Break-Even Formulae
Net Benefits — Cost Optimization (Year 1)
F25 = TOTAL_WFM_Y1 + TOTAL_CCA_Y1 − TOTAL_COST_Y1
ROI Dashboard MLx!F25
Net Benefits — Cost Opt + Value Creation (Year 1)
F34 = TOTAL_WFM_Y1 + TOTAL_CCA_Y1 + TOTAL_VALUE_Y1 − TOTAL_COST_Y1
ROI Dashboard MLx!F34
Monthly Net Savings
F26 = F25 / 12 [CO only] | F35 = F34 / 12 [Full]
ROI (%)
F27 = F25 / TOTAL_COST_Y1 [Yr1 CO] | I27 = I25 / TOTAL_COST_3YR [3yr CO] F36 = F34 / TOTAL_COST_Y1 [Yr1 Full] | I36 = I34 / TOTAL_COST_3YR [3yr Full]
ROI Dashboard MLx!F27, I27, F36, I36
Break-Even (Months)
F28 = (TOTAL_COST_Y1 / (TOTAL_WFM_Y1 + TOTAL_CCA_Y1)) × 12 [CO only] F37 = (TOTAL_COST_Y1 / (TOTAL_WFM_Y1 + TOTAL_CCA_Y1 + TOTAL_VAL_Y1)) × 12 [Full]
ROI Dashboard MLx!F28, F37
3-Year Totals
I_n = F_n + G_n + H_n
✅ Data Validation
Live comparison vs. Excel template ROI_Calculator_V8_1. Scenario: Current=L2, Target=L4, Offshore, Customer Service, default inputs. Tolerance: <0.1%.
📋 Validation Results — Excel vs. HTML Calculator
MetricCategoryExcel ValueHTML CalcMatch?

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