Cost Per Call
Definition: Cost Per Call is a metric used to measure the average cost associated with handling a single customer call in a contact center. It is an important indicator of operational efficiency and cost management.
Calculating Cost Per Call:
- Direct Costs: Includes expenses such as agent salaries, telephony costs, and technology investments directly related to call handling.
- Indirect Costs: Accounts for overhead costs, such as utilities, rent, and administrative expenses, allocated to the contact center operations.
- Formula: Cost Per Call is typically calculated by dividing the total costs associated with call handling by the total number of calls received or made during a specific period.
Importance of Cost Per Call:
- Budget Management: Understanding Cost Per Call helps in managing budgets and making informed decisions about resource allocation and cost control.
- Performance Benchmarking: Comparing Cost Per Call with industry benchmarks or historical data can provide insights into operational efficiency and identify areas for improvement.
- Operational Optimization: By analyzing Cost Per Call, contact centers can implement strategies to reduce costs, such as improving processes or investing in technology that enhances efficiency.
Other Terms:
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