Contact Center Form

Please complete the fields in this column wherever possible
Number of Customers #
Yield (Average profit per annum) #
Resolutions Per Year (millions of units)
Voice #
Written #
Self-Serve #
Resolve First Time ("RFT")
Voice %
Written %
Self-Serve %
Mean Time to Resolve ("MTTR")
Voice Hours
Written Hours
Self-Serve Hours
Interactions Per Day Per Agent
Voice #
Written #
Self-Serve #
Cost Per Agent pa (inc O/H) £
Average Customer Sat (out of 11) ARFT Factor Reduced Not RFT
Voice #
Written #
Self-Serve #
In this column are typical values for the majority of organisations. You can use these values or update them if required.
PrediCX Effect
Improve Switch Voice to Lower Cost Channels
Voice #
Written m %
Self-Serve m %
Improve in RFT
Voice %
Written %
Self-Serve %
Improvement in MTTR (Positive # is decrease)
Voice Hours
Written Hours
Self-Serve Hours
Increase in Interactions Per Day Per Agent
Voice %
Written %
Self-Serve %
Loyalty / Churn Index - Effect of Improved MTTR per 1%
Voice %
Written %
Self-Serve %
Profit Increase - Effect of Improved Loyalty/Churn Index per 1% %

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