Cost Per Call

Understand the meaning of cost per call, its components and how to calculate it.

What does cost per call mean? 

Cost per call is the total cost of handling a single call, including all associated expenses such as agent salaries, technology, infrastructure and overheads. It is an essential contact center metric used to assess the efficiency and effectiveness of a contact center's operations. To compute the cost per call in your contact center, first evaluate its component costs: 

  • Agent salaries and benefits: Usually the largest component and includes the wages, bonus and overtime given to contact center agents
  • Technology costs: The cost of purchasing, maintaining and upgrading technology used in the call center, such as call management software, CRM systems and telephony infrastructure. 
  • Overhead costs: Expenditure incurred on account of rent, utilities, office supplies, electricity, calling equipment, administrative and managerial salaries. 
  • Training and development cost: The cost of training materials, trainers' salaries and any certification programs. 
  • Quality assurance cost: Costs related to monitoring and ensuring the quality of calls, such as employing quality assurance staff and implementing quality control systems. 

How to calculate cost per call Formula: 

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Example: 

If a contact center has total operating costs of $100,000 in a month and handles 10,000 calls during that period, the cost per call would be:  

Cost per Call = 100,000 / 10,000 = $10  

 

  

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