Cost per Call
Definition: The total expense incurred by a Call Center divided by the total number of calls handled (inbound, outbound or both) over a certain period of time.
Discussion: The Cost per Call Key Performance Indicator (KPI) is a simple measurement of the average fully loaded cost to handle a single call within the Call Center being benchmarked. ‘Fully loaded’ cost, includes salary, benefits and overhead (computers, office space, systems, etc.). Obviously, the value for this KPI should be as low as possible, which would be a ‘leading’ value. A high, or lagging, value for this metric could indicate that the Call Center is running inefficiently and/or that wages and overhead have gotten out of control. Look to reduce Average Handle Time and improve the number of calls handled by each representative to reduce expense. An audit of wages and associated costs may be in order also.