We're trying to measure ROI for workforce management (WFM). I am trying to show ROI to show how rescuing abandoned calls can reduce customer churn. My question is, how much can we reduce customer churn by using abandon call cost avoidance?
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The most common justification for WFM is more accurate forecasts and scheduling, resulting in better match of resources to workload (neither under or over staffed). Improved efficiencies in these areas lead to lower headcount and costs. Abandon calls are usually a factor of insufficient scheduling or short staffing, or both.
Churn, or customer loss, on the other hand, can be caused by many factors. Unless you have reliable data on the relationship between your call center's abandonment rate and your company's historical customer churn rate, I would avoid using abandonment rate and churn in your ROI analysis.
This was first published in July 2009