ROI Calculator

Contact Center AI Transformation, ROI Calculator

Q: How is contact center ROI calculated?

The calculator multiplies your monthly call volume by average handle time to get total annual call hours, applies an automation rate derived from the workflows you select, and multiplies the automated hours by a per-hour labor cost drawn from a fully loaded staffing figure. The result is projected annual savings plus staff hours returned to higher-value work.

Q: Which contact center calls can an AI voice agent automate?

Common candidates include patient intake, scheduling and reminders, status and callback requests, insurance eligibility verification through 270/271 transactions, and billing questions. Calls that need clinical judgment or complex dispute handling stay with your team. An audit of a real call sample separates the two.

Q: Does the estimate account for EHR and payer integration?

The model is directional and does not assume a specific system. In a live deployment the agent works alongside EHRs such as Epic, Cerner, or athenahealth and reaches payers including Medicare, Medicaid, and commercial plans through eligibility (270/271) and claim status (276/277) transactions. Integration scope affects how much of the estimated automation is reachable.

Input your contact center's numbers and select the workflows you'd automate. See the projected dollar impact.

Your Contact Center

Contact center staff 25

Full-time agents handling inbound and outbound calls

Monthly inbound call volume 60,000

Total calls your contact center receives per month

Average handle time per call 6 min

Average length of a call including hold and wrap-up time

Average wait time 3 min

Average time callers wait on hold before reaching an agent

Voicemail percentage 15%

Percentage of inbound calls that go to voicemail

First call resolution 70%

Percentage of issues resolved on the first call, AI agents aim for 90%+ on automatable workflows

Workflows to Automate (Select to Opt-In)

Customer Intake & Registration Collects demographic info, verifies identity, and routes to the right queue, before a human ever picks up.

Scheduling, Rescheduling & Reminders Books, changes, and confirms appointments. Handles no-show recovery calls and proactive reminders.

Status Inquiries & Callbacks Order status, shipment tracking, claim status, authorization updates, the calls your team answers ten times a day.

Insurance & Eligibility Verification Automated outbound calls to payers to verify active coverage. AI handles hold times and payer IVR trees.

Billing Inquiries & Payments Answers statement questions, explains charges, and collects balances over the phone. Hands off disputes to staff.

Post-Service Follow-ups Outbound calls to check on outcomes, collect feedback, or confirm next steps. Escalates critical issues immediately.

FAQ & General Information Hours, directions, policies, program details, the repetitive questions that consume agent time.

Portal & Tech Support Password resets, login help, upload guidance, and basic troubleshooting routed through voice.

Projected Annual Impact

Estimated annual savings

Staff hours freed per year

Calls automated per month

What happens with the freed-up time? Your team spends more time on the calls that actually need a human, complex issues, retention conversations, and high-value interactions that improve customer satisfaction.

How we get there

Monthly call volume 0

Total call hours per year 0 hours

Automation rate (based on selections) 0%

Hours handled by AI per year 0 hours

Calls automated per month 0

Projected annual savings
$0

Operational Improvements (estimated with AI)

Average wait time 3 min

Projected wait time → <30 sec

Voicemail rate 15%

Projected voicemail rate → <5%

First call resolution 70%

Projected FCR → 90%+

See what's actually automatable at your facility.

These numbers are estimates based on your selections. The real picture comes from auditing your actual calls. We'll show you exactly which call types are candidates for automation, and which should stay with your team. If you don't know your exact metrics, we'll help you figure them out.

Book an Audit

How this calculator works

This is a simplified directional model. Actual savings depend on your call mix, complexity distribution, and current workflows.

Each selected workflow contributes a percentage of total call volume that can be automated (typically 8 to 18% per workflow).
Total call hours per year = monthly calls × average handle time × 12.
AI-handled hours = total call hours × combined automation rate.
Cost per hour is derived from a $70K fully-loaded cost per staff member ÷ their annual call hours.
Annual savings = AI-handled hours × cost per hour.
Operational projections (wait time, voicemail, FCR) are based on typical improvements observed after AI deployment.

How is contact center ROI calculated?

Short answers to the questions behind the model. The estimate is directional; a call-sample audit produces the numbers that hold up.

The calculator multiplies your monthly call volume by average handle time to get total annual call hours, applies an automation rate derived from the workflows you select, and multiplies the automated hours by a per-hour labor cost drawn from a fully loaded staffing figure. The result is projected annual savings plus staff hours returned to higher-value work.

Common candidates include patient intake, scheduling and reminders, status and callback requests, insurance eligibility verification through 270/271 transactions, and billing questions. Calls that need clinical judgment or complex dispute handling stay with your team. An audit of a real call sample separates the two.

The model is directional and does not assume a specific system. In a live deployment the agent works alongside EHRs such as Epic, Cerner, or athenahealth and reaches payers including Medicare, Medicaid, and commercial plans through eligibility (270/271) and claim status (276/277) transactions. Integration scope affects how much of the estimated automation is reachable.