Free Tool · The Margin Lens

What does one workforce dollar actually return?

Most WFM teams can quote occupancy, AHT, and shrinkage. Almost none can answer the question the CFO actually asks: for every dollar we spend on the workforce, how many come back? Run your numbers below — no download, no signup, right here.

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The Capacity-Dollar Engine · Lite

Your three numbers, live.

The defaults show a worked example — a 1,500-FTE contact-center operation. Replace them with your own. Per-Contact billing; the Pro edition adds Per-Productive-Hour and Per-Seat models.

Inputs → Verdict computed in your browser · nothing is sent anywhere

FTE count

headcount, full-time-equivalents

Fully-loaded cost per FTE / year ($)

base + taxes + benefits + pension + bonus + premiums

Paid hours per FTE / week

Shrinkage (%)

productive = paid × (1 − shrinkage)

Contacts handled / week

Rate per contact ($)

Direct overhead / week ($) — optional

unlocks Margin Contribution

Capacity-Dollar Yield

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revenue returned per workforce $

Cost / Resolved Contact

—

allocated workforce cost ÷ contacts

Margin Contribution

—

after workforce + overhead

✉ Paste to your CFO — a starting draft, not the final word

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Verdict bands are illustrative defaults from the WFM Architect benchmark library (labour cost 60–70% of revenue ⇒ yield 1.43–1.67 healthy) — calibrate to your vertical. The spreadsheet edition lets you set your own bands.

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The spreadsheet edition of this calculator — Excel + Google Sheets, yours to keep, edit, and file with your planning pack
The WFM Architecture Audit — find out which of the four maturity tiers your operation runs at
The Capacity-Dollar Field Reference — the one-page PDF of the method behind the number

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