Knowledge Base ROI Model Calculator

Knowledge Base ROI Model Calculator

Posted on 4 April 2019
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This HDI developed spreadsheet allows you to calculate the return on investment (ROI) of acquiring or building a knowledge base.

It is a very useful tool when writing a business case for Knowledge Management or justifying the up front costs for implementation.

Required information for the calculations include:
  • Monthly number of calls;
  • Average hourly pay for level 1 & level 2 staff;
  • % FCR;
  • Total incident handling time;
  • Training costs; &
  • Knowledge base implementation costs etc. 

Documents to download:

By:HDI
About: HDI is the first professional association created for the service and support industry. Since its founding in 1989, HDI has remained the source for professional development by offering resources to promote organization-wide success through exceptional customer service. We do this by facilitating collaboration and networking, hosting acclaimed conferences and events, producing renowned publications and research, and certifying and training thousands of professionals each year. At 150,000 people strong, HDI is a community built by industry peers and leaders that gives its members the resources, knowledge, and drive to be great at what they do.

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