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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 it allows management to determine where to spend valuable funds on technology and process improvement.
BROWSE SUBCATEGORIES:  Understanding cost per contact as a call center metric: Podcast (1),  Measuring cost per contact in the call center: Expert advice (7),  Test your knowledge of cost per contact: Quiz (1) 
  Understanding cost per contact as a call center metric: Podcast: 1 - 1 of 1

Understanding cost per contact for the call center
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.
  Measuring cost per contact in the call center: Expert advice: 1 - 3 of 7

cost per call
searchCRM | 10 Aug 2006
In a call center, cost per call is a numerical metric calculated by dividing the total operational costs by the total number of calls for a given period of time... (Continued)
Measuring cost per call
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.
Determining cost per call for the transportation industry
Cost per call is calculated in a number of different ways, says Lori Bocklund. Read more on determining cost per call in this expert tip.
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  Test your knowledge of cost per contact: Quiz: 1 - 1 of 1

Which of the following is not true about cost per contact?
Test yourself on cost per contact in this question from the Call Center Metrics School quiz.

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