Cost per Call
This PDF report includes benchmarking data (in a visual, chart-based format), an comprehensive KPI definition, characteristics of high performers and technical details on measuring call center Cost per Call. Purchase and download this easy-to-understand, presentation-ready report immediately to compare performance levels, set attainable performance targets, and push towards best-in-class performance for this KPI.
What is Cost per Call?
The total expense incurred by a call center (labor and other overhead) divided by the total number of calls handled (inbound and outbound) by call center representatives over the same period of time.
Why should Cost per Call be measured?
This KPI measures the average fully loaded cost to handle a single call within the Call Center. A high value for this metric could indicate that the Call Center is running inefficiently and/or that wages and overhead have gotten out of control. High costs per call be an indicator of a number of factors such as high wages, excessive rework, inefficient IVR/VRU systems, low productivity, etc.
Download a Sample Cost per Call
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