Schools:Call Center Metrics

Cost per contact

Measuring cost per contact in the call center: Expert advice <<previous|next>> :Is there a benchmark standard for cost per call?

Ask The CRM Expert: Questions & Answers

Calculating cost per seat for the call center

SearchCRM.com

How do you calculate cost per seat? Is it just the cost associated with real estate and utilities? And to what other financial metrics I can relate that to?

Cost per seat is not a "typical" metric. Centers usually look at cost per contact, loaded cost per CSR, or even cost per hour. Cost per contact is typically a fully loaded cost, allocating all costs and dividing by the number of contact

To continue reading for free, register below or login

Requires Membership to View

To gain access to this and all member only content, please provide the following information:

By joining SearchCRM.com you agree to receive email updates from the TechTarget network of sites, including updates on new content, magazine or event notifications, new site launches and market research surveys. Please verify all information and selections above. You may unsubscribe at any time from one or more of the services you have selected by editing your profile or unsubscribing via email.

TechTarget cares about your privacy. Read our Privacy Policy

s. Cost per customer service rep (CSR) may be more focused on salary and benefits, but could include seat costs (or weighted seat costs, if seats are shared).

If you're looking for a cost of the physical seat (nothing to do with the person who sits in it), I would include the technology, real estate, utilities, and potentially any overhead associated with the maintenance of the seat (technology or facilities costs).