CRM Cost per contact:
Cost per contact
Metric: Cost per contact
Acronym: CPC
Definition: Total of all costs associated with answering a call or handling a contact divided by the total number of calls or contacts.
Application: Cost per call / contact is a common metric used widely across all industries. Monitoring cost per call allows management to determine where to spend valuable funds on technology and process improvement.
Tips about using cost per contact as a call center metric:
It is important to clearly identify which costs are included and not included in the cost. Are shared resources like HR, IT, facilities included in your calculation? Are they determined on a prorated basis or straight costs? Usually monitored/measured as a specific period of time -- weekly, monthly, quarterly. Generally broken out by channel/media (e.g., self service via IVR, web; assisted service via phone, email, chat).
Measuring cost per contact in the call center: Expert advice:
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How do separate billing models affect cost per call?
Ask the Expert - How do separate billing models affect cost per call?
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Ask the Expert - One reader asks, "Should I be worried if my cost per call has risen $0.51 in two months?" Lori Bocklund explains the calculation behind cost per call.
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Calculating cost per call to evaluate outsourcers for outbound calls
Ask the Expert - If you're looking at outsourcing, there are a number of ways to calculate and pay for resources, according to Lori Bocklund. She talks about some of the common call center models in this expert tip.
Test your knowledge of cost per contact: Quiz:
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Which of the following is not true about cost per contact?
Quiz - Test yourself on cost per contact in this question from the Call Center Metrics School quiz.
Understanding cost per contact as a call center metric: Podcast:
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Understanding cost per contact for the call center
Podcast - Wondering how to define and measure cost per contact and cost per call? Learn why these are important metrics to consider in the call center in this podcast.