ANALYSIS OF BENEFITS CONTACT CENTER REDUCED TURNOVER Results. To account for these risks, Forrester Evidence and data. After the investment in Dialpad adjusted this benefit downward by 10%, yielding a Ai Contact Center, interviewees described decreased three-year, risk-adjusted total PV of $1.1 million. agent turnover, alleviating the need for them to hire and train as many new agents. • Interviewees reported that Ai Contact Center’s “If [contact center agents] are real-time assist cards and coaching helped not happy because of overwork, agents feel better equipped to address customer contacts, improving agent morale. Describing the they’re not going to be happy impact this had on agent satisfaction, the CIO at with the [customers]. When you the healthcare organization said, “You can supplement their work with the resolve issues much quicker, which helps our AI that Dialpad provides, they’re employees’ morale, and they are excited about happier because they’re seeing that.” that the foundational things are • Ai Contact Center contributed to a more pleasant being taken care of automatically work experience for agents, with balanced or by the technology, so they workloads to ensure that individual employees could truly focus on what they are not overworked. The senior manager of need to do, which is an actual operations at the education company noted, “We person-to-person relationship.” have been able to make sure people leave at the CIO, healthcare end of the day [without getting] stuck with a large queue.” • Contact center attrition rates reduced by up to 22% with Dialpad Ai Contact Center. Modeling and assumptions. For the financial analysis, Forrester assumes the following: • The composite organization’s contact center has an annual turnover rate of 35% prior to adopting Dialpad Ai Contact Center. • The cost to recruit and replace a contact center employee is $10,000. Risks. Benefits realized may vary based on the following factors. • Cost to replace contact center agents. • Amount of attrition addressable by CCaaS software. THE TOTAL ECONOMIC IMPACT™ OF DIALPAD AI CONTACT CENTER 12