orkaWISMO Calculator
WISMO stands for “where is my order?” Use your store’s order volume and tracking inquiry rate to estimate the monthly workload and labor cost of answering delivery questions.
Worked example
With 5,000 orders and six tracking inquiries per 100 orders, you can expect 300 inquiries. At eight agent minutes each, that is 40 hours. At $24 per hour, the estimated monthly labor cost is $960.
How the calculation works
Multiply monthly orders by the number of tracking inquiries per 100 orders and divide by 100. Multiply the estimated inquiry count by agent minutes per inquiry and divide by 60 to get labor hours. Multiply hours by your loaded hourly cost to estimate monthly spend.
Frequently asked questions
How do I find my store’s WISMO rate?
Count tracking and delivery-status conversations over a representative period. Divide that count by orders placed in the period and multiply by 100. Allow for shipping lead times when a sale creates a large spike.
How do I handle follow-up messages in the same ticket?
Count the conversation once and include the handling time for its follow-ups. If your reporting counts distinct reopened inquiries, use average handling time for that same unit.
Can I estimate the savings from proactive tracking?
Run the calculator once with your measured rate, then again with a lower rate supported by a pilot. The difference estimates labor capacity freed. Deduct any added messaging and software costs when comparing spend.