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What to Expect from Noble Systems Gamification

Sales
Collections
Customer
Service

How we worked out your agent turnover savings

  agents The number of agents you entered
x % current turnover rate Your current turnover rate you entered
= current agents lost per year % of agents
x 18% staff turnover rate reduction Research by Bersin Deliotte shows that companies with an effective engagement & recognition program had a 18% lower staff turnover rate then those without. (Value also reflects FidoTrack Client average over last 12 months.)
= less agents lost per year 18% improvement on % current staff turnover rate you entered.
x $4000 turnover cost per agent Average cost of replacing one member of staff according to QATC.
= turnover savings per year

How we worked out your agent absenteeism savings

  238 workdays per year 260 week days in a year, minus 14 vacation days and 8 public holidays
x % current staff absentee rate Your current staff absentee rate you entered
= current days lost per agent per year % of 238 workdays per year
x 37% staff absentee rate reduction Research from Gallup shows that engaged employees have a 37% lower rate of absence
= reduced absent days per agent 37% improvement on % current staff turnover rate you entered
x cost per agent per day $ annual salary you entered ÷ 238 work days per year
x agents The number of agents you entered
= turnover savings per year

How we worked out your agent productivity gain

  payments per hour The average payments per hour you entered
x 10% productivity improvement Assuming 10% conservative productivity improvement (FidoTrack client 12-month productivity increase average exceeds this assumption) of PPH that you entered
= PPH Improvement payments per hour x 10% productivity improvement
       
more payments per agent per day 7.5 hours per day x PPH improvement
x $ per payment Average value of a payment you entered
= per agent revenue
x agents The number of agents you entered
x 238 workdays per year 260 week days in a year, minus 14 vacation days and 8 public holidays
= productivity gain per year

How we worked out your agent productivity savings

  current calls per day (7.5 hours per day x 75% occupancy rate x 70% utilization rate x 3600) ÷ sec AHT you entered.
x % current repeat call rate Calculated from the % FCR rate you entered
= current repeat calls per day % of calls per day
% FCR Improvement Assuming 7% conservative productivity improvement on % FCR rate that you entered.

(Research from Gallup shows that engaged employees have 21% higher levels of productivity. FidoTrack clients exceed Gallup study productivity averages.)
= less repeat calls % improvement of calls per day
x improved cost per call cost per agent per day ÷ calls taken per agent per day
x 238 workdays per year 260 week days in a year, minus 14 vacation days and 8 public holidays
x agents The number of agents you entered
= productivity savings per year

How we worked out your agent efficiency savings

  current cost per agent per day $ annual salary you entered ÷ 238 work days per year
÷ current calls per day (7.5 hours per day x 75% occupancy rate x 70% utilization rate x 3600) ÷ sec AHT you entered.
= current cost per call cost per agent per day ÷ calls taken per agent per day
x 7% efficiency improvement Assuming 7% conservative efficiency improvement
= savings per call 7% saving on current cost per call
x improved calls per day 7% improvement on current calls per day
x 238 workdays per year 260 week days in a year, minus 14 vacation days and 8 public holidays
x agents The number of agents you entered
= efficiency savings per year

How we worked out your agent productivity gain

  sales per hour The average sales per hour you entered
x 10% productivity improvement Assuming 10% conservative productivity improvement (FidoTrack client 12-month productivity increase average exceeds this assumption) of SPH that you entered
= SPH Improvement sales per hour x 10% productivity improvement
       
more sales per agent per day 7.5 hours per day x SPH improvement
x $ per sale Average value of a sale you entered
= per agent revenue
x agents The number of agents you entered
x 238 workdays per year 260 week days in a year, minus 14 vacation days and 8 public holidays
= productivity gain per year