Example: Reduce support call by 25%.
# of Calls to Call Center: 5,000,000 per year Average Length of Call: 4 minutes (0.07 hours)
Call Volume Reduction: 25 % Improvement Cost: 10,000
Annual Salary: 30,000 Expected Project Life: 3 years
Future Gain from Improvement = [(5,000,000 x 0.25) x 0.07 x (30,000/1,840)] *[(1+0.05)3 - 1]/0.05 – 10,000(1+0.05)3 = 4,485,876
Total Gain from Improvement = 4,485,876 / (1+0.05)3 = 3,875,069
Annual Gain from Improvement = 3,875,069 / 3 = 1,291,690
Annual ROI = 1,291,690 / 10,000 = 129 : 1
Total ROI = 3,875,069 / 10,000 = 388 : 1
* Work year = 230 work days / year; 8 hours workday = 1840 hours / year
Calculate Reduced Reliance on Help Desks
# of Calls to Call Center:
Call Volume Reduction: %
Days Per Year:
Work Hours Per Day:
Annual Salary:
Average Length of Call
Improvement Cost:
Expected Project Life: Year(s)
Total Gain from
Improvement ($)
Annual Gain from
Improvement ($)
Annual ROI
Total ROI
 
Compare ROIs Scenario 1 Scenario 2 Scenario 3
# of Calls to Call Center:
Call Volume Reduction: % % %
Days Per Year:
Work Hours Per Day:
Annual Salary:
Average Length of Call:
Improvement Cost:
Expected Project Life: Year(s) Year(s) Year(s)
Total Gain from
Improvement ($)
Annual Gain from
Improvement ($)
Annual ROI
Total ROI