What each number is
Repeat contacts and their cost are arithmetic on your inputs and the repeat model you choose. The practical ceilings, the opportunity and capture curves and the opening profile are assumptions, labelled as heuristics. Realizable savings and payback are a conditional forecast: freed capacity becomes cash only through the mechanism you select.
Formulas
One-callback model: (1 − FCR) ÷ (2 − FCR). Geometric model: 1 − FCR. Measured: your repeat share
The same FCR leaks differently depending on how an unresolved issue behaves, so the model is a choice you make and the page names it.
Contacts × repeat share × marginal cost × repeat multiplier × 12
Marginal cost, never loaded: a removed contact does not shrink the building.
15% + (5 − diagnostic score) ÷ 4 × 65%, held between 15% and 80%
How much of the leakage is controllable. A weak diagnostic means more room.
25% + (diagnostic score − 1) ÷ 4 × 65%, held between 25% and 90%
How much of that room the operation can take this year. A strong diagnostic means better execution.
Current FCR + (practical maximum for the scope − current FCR) × opportunity × capture
A target above it is capped and the page says so. The practical maximum falls as the scope gets stricter.
Contacts × (repeat share now − repeat share at the target)
On a measured base with no measured target, the share scales with (1 − target) ÷ (1 − current).
Contacts avoided × repeat cost × 12 × the mechanism's realization share
Outsourced per-contact billing converts at 100%, with no minimum volume commitment assumed.
Monthly realizable ramps in over 4 months, less recurring cost; payback is the first month cumulative net covers the one-time cost
Searched to 48 months. Recurring cost at or above realizable never pays back.
Rules and bands
Broader scope means more ways to count as unresolved, so the ceiling falls. Undeclared uses 90% and holds completeness Directional.
The range printed around the burden.
Each is disclosed and holds completeness Directional.
Payback and whether the case pays back are properties of the answer and never cap a confidence axis.
Every constant and where it comes from
Default so the tool opens on a runnable case. A volume still at this value grades evidence Directional.
Default so the tool opens on a runnable case. An FCR still at this value grades evidence Directional.
Default so the tool opens on a runnable case. A marginal cost still at this value grades cost evidence Directional.
Default so the tool opens on a runnable case. Loaded cost is context for the unit metric only. It values no savings and reaches no confidence axis.
Default so the tool opens on a runnable case. Callback window for the internal method. It moves a completeness check only.
Default so the tool opens on a runnable case. A measured repeat share still at this value grades evidence Directional.
Default so the tool opens on a runnable case. Zero means model the target share proportionally on the measured base.
Default so the tool opens on a runnable case. The conservative floor. At this value it cannot inflate the burden, so it does not bind evidence.
Default so the tool opens on a runnable case. Target FCR is the user's plan and makes no claim about the operation. It reaches no evidence stream.
Default so the tool opens on a runnable case. A one-time cost still at this value grades cost evidence Directional.
Default so the tool opens on a runnable case. A recurring cost still at this value grades cost evidence Directional.
Practical ceiling for assisted voice only, the most generous definition.
Practical ceiling for contact center cross-channel resolution.
Practical ceiling for digital plus assisted, which adds self-service to the resolution set.
Practical ceiling for enterprise one-contact, the strictest definition and the substitution fallback.
Ceiling applied while no scope is declared. An undeclared definition holds completeness Directional.
Controllable opportunity at the strongest diagnostic score.
Opportunity added from the strongest to the weakest diagnostic score.
Controllable opportunity at the weakest diagnostic score.
Year-one capture at the weakest diagnostic score.
Capture added from the weakest to the strongest diagnostic score.
Year-one capture at the strongest diagnostic score.
Range printed around the burden when cost inputs are estimates. Display only. It reaches no confidence axis.
Range printed around the burden when cost inputs are operations data. Display only.
Range printed around the burden when cost inputs are finance-confirmed by the user's own account. Display only.
Linear ramp to steady-state savings. It moves payback and year-one net only.
Floor of the aggressive repeat multiplier in the sensitivity rows. Display only.
Ceiling of the aggressive repeat multiplier in the sensitivity rows. Display only.
Step above the entered multiplier for the aggressive sensitivity row. Display only.
Marginal cost at or above this share of loaded usually means loaded cost was entered as marginal. Disclosed, and holds completeness Directional.
Marginal cost at or below this share of loaded is outside the usual 50 to 75 percent range and burden scales with it. Disclosed, and holds completeness Directional.
A repeat multiplier above this sits above the planning range of 1.0x to 2.0x, a threshold set by this platform. Disclosed, and holds completeness Directional until validated.
A repeat multiplier above this is elevated and noted on the page. Display only. It reaches no confidence axis.
A measured repeat share above this is outside the plausible range. Disclosed, and holds completeness Directional.
An internal callback window shorter than this undercounts return contacts and reads FCR high. Disclosed, and holds completeness Directional.
Payback search horizon. Beyond it the page reports beyond 48 months. A property of the answer, so it reaches no confidence axis.
Worked example
Computed by the tool's own engine at its opening inputs, with a declared cross-channel scope, an internal 7-day callback window, every diagnostic statement answered at 3 and avoided hiring as the capacity action (75% of freed capacity). The tool itself opens with no action chosen, which realizes $0. It does not pay back: the example shows a case the tool reports honestly as a loss.
Volume and resolution: 50,000 contacts a month, FCR 72%, target 80%, one-callback model
Cost: $6.50 marginal, $11 loaded per contact, repeat multiplier 1.0
Investment: $150,000 one-time, $90,000 a year recurring
(1 − 0.72) ÷ (2 − 0.72) = 21.88%, 10,938 repeats a month
10,938 × $6.50 × 12 = $853,125 a year; $405,234 of it controllable at 47.5% opportunity
72% + (90% − 72%) × 47.5% × 57.5% = 76.92%; the 80% target is capped there
10,938 − 9,377 = 1,560 a month
$121,699 a year gross × 75% = $91,274
year one $-160,135 after ramp and one-time cost; year two $1,274; payback beyond 48 months
What this tool cannot tell you
- FCR has no industry standard. A figure measured on a narrower scope or a shorter window reads higher, so the result is comparable only with the definition declared.
- The repeat model shapes the burden. The page shows the same case under the one-callback and a heavier geometric model so the range is visible.
- The diagnostic score is your own read of the operation. It sets how much improvement the tool lets you plan on, never whether the case is worth doing.
- Balancing metrics (reopen, transfer, escalation, handle time, satisfaction) must hold, or an FCR gain is not real.