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EXPERT RESPONSE
There are no industry averages for call center metrics, much to many people's dismay! Cost per call is a function of many things – wage rates and call handling times being the most important, but also considering overhead costs, technology, telecom/network costs, and more. If you're looking at outsourcing, there are a number of ways to calculate and pay for resources – hourly for "owned" full-time employees (FTEs) dedicated to your calling needs, by call, and by minute are some of the models we've seen. Depending on the nature of the calls, you may also pay on performance – percent of collections or sales, for example.
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