Here’s How You Can Really Calculate Customer Care ROI

As a customer care leader, you know how important it is to calculate ROI, as it proves that your department is contributing to the businesses’ bottom line. You also know, however, that calculating the value of contact center services ROI can be tricky.

Luckily, there are a few metrics that can help you get the best possible estimate of what your company’s customer care efforts are worth. In fact, a recent article from Customer Think lays it out quite simply by highlighting three areas: revenue, cost and marketing.

Below are some important metrics you should consider when calculating customer care ROI:

  • Repeat business: A great way to calculate revenue is taking a look at your repeat business. If the number of repeat customers is low it could signal that bad times are ahead. That’s because it’s more costly to gain a new customer than it is to keep an old one. What’s more, repeat customers are said to spend more with a company overtime.
  • Employee Attrition: Do you have a high employee turnover? Believe it or not, a revolving door of employees can get expensive. Between the onboarding process and unemployment, the costs can quickly add up. Measuring employee attrition is a great way to see whether or not you can reduce costs.
  • Net Promoter Score: Would your client recommend you to someone else? This is a major question that could give you insight into how your marketing and customer service efforts are faring. Essentially, your Net Promoter Score gives you a clear measure of your performance through your customers’ eyes.

Calculating customer care ROI can be difficult. Nonetheless, it’s an important responsibility that customer care departments must handle if they want to prove that their efforts are making a difference within the company.

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA, SOCAP, and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He is a frequent speaker for national events and has also been honored with a number of awards and recognitions for his contributions to the call center industry.