Module 1 Post Course Case Studies
ROI
Case Study 4
ROI
Case Study 4 Reduce Call Times
Background
You have been invited into a call processing team to talk about providing training to reduce the teams call
times. The Team Manager feels they spend too long on each call handling questions, and overcoming
objections. They are looking for a training solution that will help the processors understand their customers
etter so that they can tailor the conversation to the individual on the phone and help the customer
understand the benefits quicker.
Cu
ent Situation
• There is a team of 20 processors who handle 15 calls a day on average.
• Each call processed generates $10 pure income for the company.
• The manager is looking for a 5% reduction in call times which would allow an extra 15 calls per month
each which equates to an additional 180 calls per processor per year.
• The 20 processors earn on average $200 per day.
• There are also 2 team supervisors who earn $250 per day.
• The team manager earns $300 per day.
• Team manager estimates a combined loss to the business of $1000 for each day the team manager plus
the 2 supervisors are not in the office
ROI
Case Study 4 Reduce Call Times
Training Company
Your training company charges $2000 per day for each of the following activities: Research Calls; Design;
Delivery; and Coaching.
Based on the client conversation your training proposal consists of:
• 3 x 1 day communications training for the whole team (6-7 processors plus either a manager or supervisor
in each session).
• 1 day research calls to listen to live customer conversations.
• 3 days to design the solution.
• 1 day of coaching for the team manager and supervisors so they can help embed the training.
Your Task
• State the client expectations of the training.
• Work out the projected net benefits the training could
ing the client (projected future situation – cu
ent
situation).
• Work out the total costs of the training (training company and cost to the business including lost calls).
• Calculate the projected ROI based on the information in the case study. .
ROI
Case Study 4 Answer Sheet
Client Expectations
Projected Benefits
Training Costs
Cost to the Business
Projected ROI
ROI
Case Study 5
ROI Case Study 5 – Reduce Grievance Cases
Background
You have been working with the senior manager in HR around the number of grievance cases in the
usiness. During the year just ended there were 170 cases set against an industry average of 97. Settlement
payments were made totalling $209000 dollars again set against an industry average of £ XXXXXXXXXXThe
organization had been through a period of great turmoil which had resulted in staff turnover and the hiring of
a number of inexperienced managers. The senior manager felt that this combination of factors had led to the
number of cases and payments being so high. They wanted to put the whole management population (195
managers) through a training program to help with this issue i.e. to give them the tools to support their teams
etter and stop a lot of these situations escalating to grievance and payments. By having better relationships
within the teams they are looking to reduce the number of cases and payments towards the industry
averages by the end of the following year.
Training Solution
• The 195 managers all went through a 2 day training program which was a mixture of HR policy and softer
skills such as Emotional Intelligence; effective 1:1 meetings etc.
• The cost to research, design, and deliver the program was $45000
ROI Case Study 5 – Reduce Grievance Cases
Outcomes
Reviewing the results one year after the training you have discovered the following findings:
• Grievance cases have reduced to 93 and is below the industry average which remained static.
• Payments have reduced to $114000 which is below the industry average of $123000
• The latest employee satisfaction surveys show an increase of 17.5% in the category “I feel supported to
do my role” which is a great result.
Your Task
You believe this will be a perfect opportunity to show the business the full ROI of the program and you have
uncovered the following bits of information:
• The cost to the business of handling grievance cases is around $500 per case in terms of lost time.
• The Managers are on an average income of $200 per day.
• The senior manager believes it is impossible to tell the additional cost to the business of each manager
not doing the job they are paid to do for the duration of the training
You need to:
• State the client expectations of the training.
• Work out net benefits the training has
ought.
• Work out the total costs of the training (training company and cost to the business).
• Calculate the projected ROI based on the information in the case study. .
ROI
Case Study 5 Answer Sheet
Client Expectations
Benefits
Training Costs
Cost to the Business
Projected ROI
Total Costs