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. – Christian Montes, Executive Vice President Client Operations @ NobelBiz Automated Call Distribution (ACD): An ACD or Automatic Call Distribution System is essential to an overall contactcentersoftware solution as it connects incoming calls to specific agents skilled in specific skill sets.
It is calculated as follows: Percentage of ROI call centers = (Total Income – Total Expenses)/Total Cost of Investment] x 100 For example, for an investment of $10,000, if it yields 15,000 dollars, then the ROI is 50% ((15,000 – 10,000)/10,000 = 50) Easy right? Actually, no, it’s not that simple!
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