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    The document shows key metrics for call centers from 2001-2007 including total calls, net revenue per call, conversion ratio, and year-over-year revenue increases which all increased over time indicating improved call center performance. It also discusses calculations for standardized net revenue growth, call center efficiency improvements from 2003, and ROI both within the first 2 years and over the lifetime showing strong returns on investment for call centers.

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    The document shows key metrics for call centers from 2001-2007 including total calls, net revenue per call, conversion ratio, and year-over-year revenue increases which all increased over time indicating improved call center performance. It also discusses calculations for standardized net revenue growth, call center efficiency improvements from 2003, and ROI both within the first 2 years and over the lifetime showing strong returns on investment for call centers.

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    17 views5 pages

    Hilton

    Uploaded by

    dashingdevs
    The document shows key metrics for call centers from 2001-2007 including total calls, net revenue per call, conversion ratio, and year-over-year revenue increases which all increased over time indicating improved call center performance. It also discusses calculations for standardized net revenue growth, call center efficiency improvements from 2003, and ROI both within the first 2 years and over the lifetime showing strong returns on investment for call centers.

    Copyright:

    Attribution Non-Commercial (BY-NC)
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    Download as pptx, pdf, or txt
    of 5

    Call Centre Computations

    Call Centre Total Calls Net Rev/Cal Conversion Ratio(%) YOY Rev. Chain wide Standardized
    Net Revenue
    Data (A) (B) (C) (D) increase (E) ADR (F) Growth = C/F

    2001 24824937 73.09 38   132.84 55

    2002 24864291 77.64 39.1 19304635 125.44 62

    2003 24282151 84.39 40.9 59425950 124.01 68

    2004 25803572 85.37 41 66240349 130.08 66

    2005 27475261 90.3 40.9 71949465 143.63 63

    2006 27421289 99.29 41.5 95293092 149.92 66

    2007 28626204 102.55 41.4 99810985 161.86 63

            412024476    
    Call Centre Efficiencies
    Chain wide ADR = Avg. of ADR of all brands

    Standardized Net Rev Gr.= Net Rev. per Call/ Chain wide
    ADR

    Call Centre efficiency improvement ( 2003) = 68-55/55

    = 23.6%
    ROI within the first 2 years
    ROI = Cum. Revenue/Investment

    = 78.7*5%/$ 650k

    = 605%
    ROI over the life time
    ROI = Cum. Revenue/Investment

    = 412*5%/$ 650k

    = 3169%
    Rev PAR by Brand
     Check the movement of diff. brands over the
    years.

     Rev PAR index

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