Cost per Call

Benchmarking Report

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

Frequently Asked Questions

Q: How do you collect and validate your data?

A: From real-world consulting engagements with Fortune 500 leaders. We’ve spent 25 years conducting original research and anonymizing data from our engagements with top companies around the world. Every single data point we collect is scrutinized by our analysts to conform to established baselines and our rigorous in-house validation process. We won’t serve it up to you unless it meets our tough standards for utility and value.

Q: How much information will my Benchmarking Report contain?

A: Enough to produce a useful benchmark. And rest assured that it’s all current, validated, and useful. We only include data that’s been collected in the last five years. And while sample sizes vary by KPI, the average is 25, and the high end can surpass 1,000.

Q: How often do you update your reports?

A: Every year. We’re constantly gathering, scouring, and processing new data. We update our reports based on trends our analysts detect in the data, as well as the demand from our consulting clients and customers like you.

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