The ROI Every CX Leader Can Stand Behind: How Sirius Support’s Calculator De-risks Your Next Move

If you’ve ever tried to justify support headcount or a new outsourcing pilot with “it just feels right,” you know how that goes in a boardroom. Finance wants numbers. Legal wants risk posture. CX wants customer love. That’s exactly why we built the Sirius Support ROI Calculator - a practical tool that translates your current AI coverage and ticket mix into clear unit economics, service outcomes, and compliance resilience.

Why an ROI model matters now

Automation handles a big chunk of volume - but the last 20% (complex, empathy-heavy issues) is where loyalty is won and where compliance exposure lives. Planning for that “last mile” with fixed headcount is expensive and rigid. Planning for it with per-ticket, elastic human coverage can be both cheaper and safer - if you can prove it. The calculator turns that hypothesis into data you can share with CX, Finance, and Legal.

What the calculator answers in minutes

• Cost per resolution, today vs. elastic: Compare your current fully loaded cost (recruiting, training, salaries, benefits, attrition) against a per-ticket model that flexes to volume.
  
  

• Service impact: See how adding human fallback affects time-to-human, FRT/ART, and CSAT where it counts.
  
  

• Scenario planning: Model launch weeks, seasonality, promo spikes, and “oh-no” moments (carrier delays, firmware issues) without committing to fixed payroll.
  
  

• Compliance sensitivity: Test “what if” scenarios around human access SLAs, escalation ladders, and audit evidence requirements - so you’re prepared for rule changes, not scrambling after them.
  
  
  

Inputs you already have (and a few you’ll wish you had)

• Ticket mix: by queue (WISMO, setup/troubleshooting, refunds/RMAs, subscription changes), plus % resolved by AI vs. human today.
  
  

• Volumes & peaks: average weekly volume, planned launches, seasonal promos.
  
  

• Performance: current FRT/ART, CSAT, and “time-to-human” on complex issues.
  
  

• Costs: fully loaded cost per agent (and your true turnover rate).
  
  

• Risk controls (optional): do you have documentable SLAs, QA samples, and transcript trails on escalations?

What your executive team sees

• A single view of unit economics: Cost per resolved ticket now vs. elastic, broken out by queue.
  
  

• Capacity without bloat: A visual of how per-ticket coverage absorbs spikes while your core team stays focused on strategy and QA.
  
  

• Regulatory readiness levers: How a documented human fallback improves defensibility and reduces the “cost of late compliance.”
  
  

• Sensitivity bands: Best/likely/worst case so Finance can stress-test assumptions (no guessing, no sandbagging).

For CX & Support leaders: speed where it counts

The model highlights the chokepoints where human specialists lift outcomes fast - cancellations, complex billing, device/firmware edge cases, safety or fraud. You’ll see how a hybrid (AI + elastic human) reduces repeat contacts, shortens time-to-human, and protects CSAT without inflating headcount.

For Legal & Compliance: proof, not promises

Even as regulations evolve, the expectations are stable: accessible human help for complex issues and audit-ready evidence of how you handled them. The calculator lets you quantify the cost/benefit of capturing SLA timestamps, QA samples, and escalation trails, and shows the impact if those controls tighten. In other words, you’re planning for change - before it’s mandated.

For Finance: dollars, not anecdotes

We model total cost of ownership across hiring, training, attrition, overtime, idle time, and the penalty of missed SLAs. Then we compare it to pay-for-outcome economics (per-ticket). It’s apples-to-apples, with assumptions you can edit and a downloadable summary for budget reviews.

A typical “aha” moment

Many teams discover they’re over-hiring to cover five high-risk days a month. Elastic coverage replaces that idle capacity while improving outcomes on the very tickets that drive churn, complaints, and refunds. The calculator makes that tradeoff undeniable.

How to use the results

1. Pick your pilot queue. Start where complex tickets pile up (e.g., troubleshooting, cancellations, RMAs).
   
   

2. Set targets. Time-to-human, FRT/ART, CSAT, and evidence retention goals - on paper, up front.
   
   

3. Run the pilot. Use per-ticket coverage to meet targets during the next spike or launch window.
   
   

4. Share the data. Bring Finance and Legal a simple page: costs, outcomes, and compliance artifacts.
   
   

5. Scale deliberately. Expand only where the ROI and risk posture stay strong.

Why Sirius Support

We’re 20-year support operators who believe compliance lives in the workflow, not just the policy doc. Our calculator reflects the real world: mixed channels, imperfect bots, tough edge cases, and leadership pressure to do more with less - without gambling customer trust.

Ready to put numbers behind your plan?
Run the Sirius Support ROI Calculator to compare fixed headcount with elastic, per-ticket human coverage - then walk into your next leadership meeting with data that satisfies CX, Finance, and Legal.