For a given use of money in a call, the ROI (return on investment) is how much profit or cost
saving is realized. An ROI calculation is sometimes used along with other approaches to develop a
business case for a given proposal. The overall ROI for a call center is sometimes used as a way to
grade how well a company is managed. If a call center has immediate objectives of getting market
revenue share, building infrastructure, positioning itself for sale, or other objectives, a return
on investment might be measured in terms of meeting one or more of these objectives...
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This was first published in October 2006