$$ You are a call center operations manager managing $30$ agents.

$$ You spend $$30,000$ to enroll them in a training program designed to improve their call handling skills.

$$ Measure productivity BEFORE and AFTER the program.

BEFORE: Cost of handling a call; # of calls they can handle per hour

AFTER: take the same measurements and see what difference may have materialized

$$ Before: XX calls$/$hour

$$ After: XX calls$/$hour

$$ Cost $-$ $ XX for each call $$ productivity improvement of XX $\%$ worth $ XX $/$hour $($$XX per employee over $8-$hour shift$)$

For $30$ employees, call handling training provided total net benefit of $ XX per day or $ XX over a period of $100$ days.

ROI$\%=$ $ XX $-$ $ XX divided by $(/)$ XX $($multiplied by$)$X $100$ XX $\%$