Build a conservative ROI calculation by isolating attributable benefits, tabulating fully loaded costs, and naming intangibles.
Handle time improved after coaching, but other operational changes happened at the same time. Conservative ROI: isolate improvement, monetize only the defensible portion, subtract fully loaded costs, and report intangibles separately. Crediting the program with every second of improvement creates a dramatic ROI number that leadership can easily challenge. Observed improvement Average handle time improved by 18 seconds across 220,000 monthly calls. This is the total movement, not yet the program benefit. Isolated effect Comparison queues and supervisor estimates support attributing 7 of the 18 seconds to coaching. Isolation is the credibility step. It answers, "How do you know it…
Sign up free — one personalized lesson every day, matched to your role and goals.
Already have an account? Sign in