Voice AI ROI Calculator
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Operating market
Program type
AI performance preset
| Monthly minutes | Rate / min | Your margin |
|---|---|---|
| Up to 150K minStarter | $0.25 | 39% |
| 150K–300K minGrowth · Active tier | $0.24 | 39% |
| 300K–450K minScale | $0.23 | 40% |
| 450K+ min$100K+ per month | $0.22 | 41% |
Wholesale rates. Margin shown at your current mix and billing. Highlighted row is your active tier.
| Tier | $/min | Your margin |
|---|---|---|
Up to 150K min Starter | $0.25 | 39% |
150K–300K min Growth | $0.24 | 39% |
300K–450K min Scale | $0.23 | 40% |
450K+ min $100K+ per month | $0.22 | 41% |
Your current cost (Section 04) and the BrainCX invoice, both expressed per minute on the same basis.
Bill rates (inbound, $/agent hr): US onshore $28–40 (premium up to $65) · PH offshore $8–14 · SA offshore $10–14 · CO nearshore $13–23. Defaults: US $34, ZA $12, PH $11, CO $18. Sources: Everest Group BPO Pricing 2024, ContactBabel Offshore 2024.
Base agent wage ($/hr): US $17–19 · PH $2.50–3.50 (₱15k–22k/mo) · SA $2.50–3.50 (R6k–8k/mo) · CO $4.50–5.50 (Bogotá CSR). Defaults: US $18, ZA $3.00, PH $3.00, CO $5.00.
Employer burden + ops overhead: US ~30% · PH 28–35% · SA 30–40% · CO 40–50%. Defaults: US 30%, PH 32%, SA 35%, CO 45%. Covers benefits, statutory loading, supervisors, QA, facilities, telecom, and G&A.
Annual attrition: US 50–60% · PH 50–60% (history of 60–70%) · SA 40–60% · CO 40–60%. First-year attrition on high-stress queues runs 70–80% US, 70–90% PH, 60–70% SA/CO. Defaults: US 55%, PH 55%, SA 50%, CO 50%. Replacement cost $5,000.
Shrinkage: US 32–35% · PH/SA/CO 34–36% (daily absenteeism 8–10%+). Defaults: US 33%, PH/SA/CO 35%. Occupancy: 75% inbound, 40% outbound. Overstaffing: +20% outbound.
AI assumptions (base): 80% containment, 35% AHT reduction, +10% escalation uplift, 0.5 min billable AI attempt per escalated contact. Calibrated to BrainCX 2024–2025 deployments across financial services, healthcare, and retail.
BrainCX wholesale: tiered $0.22–$0.25/min, account mgmt 10% with $1,500 floor, ramp 6 weeks. One-time: AI training $10K–$25K, integration $5K–$50K+ depending on complexity. Rates include platform, orchestration, telephony, monitoring, and support — priced below retail managed AI ($0.25–$0.50/min) to leave reseller margin.