* Is High or Low Best: Lower is Better
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.
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.
Two values are used to calculate this KPI: (1) the total expense incurred by the Call Center, and (2) the total number of calls handled by call center representatives over the same period of time. Include costs related to salary, benefits, computers, office space, technology systems, and phones in this calculation. Include calls answered (inbound) or dialed (outbound) by call center representatives in this calculation as well as any calls handled by the IVR/VRU system.
(Total Expense Incurred by Call Center / Total Number of Calls Handled)
The average number of seconds required to handle a single call within the call center (includes inbound and outbound calls), including any after-call work and/or hold time that is required.
KPI Type : Productivity
Formula : (Number of Seconds Spent Handling Customer Calls / Total Number of Calls Handled)
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