Calculating cost per call involves dividing your total contact center operating costs by the number of calls managed within a specific time frame.
What factors influence cost per call?
Costs include agent salaries, technology expenses, training, and overhead. Reducing inefficiencies and increasing first-call resolution can lower this metric.
Why does this matter for CX?
Understanding cost per call helps optimize budgets, improve efficiency, and ensure resources are aligned with delivering exceptional customer experiences.
