Home > CRM Schools > Call Center Metrics > Cost per contact > Measuring cost per contact in the call center: Expert advice
Schools:

Call Center Metrics
EMAIL THIS
 START   INTRO   AHT   BLOCKING   CPC   CSAT   FCST   CALLS OFFERED   OCCUPANCY   QM   ADHERENCE   SL   REVIEW   

Cost per contact



Measuring cost per contact in the call center: Expert advice
  1 - 7 of 7  

cost per call
SearchCRM.com | 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.
Is there a benchmark standard for cost per call?
Is there a benchmark standard for cost per call?
How do separate billing models affect cost per call?
How do separate billing models affect cost per call?
Calculating cost per call to evaluate outsourcers for outbound calls
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.
Calculating cost per seat for the call center

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...

  1 - 7 of 7  




Free CRM comparisons and analysis. Research on Call Centers, Marketing, and Customer Data.

Flexible CRM solutions designed to fit your needs. Find the right CRM software for your business.

About Us  |  Contact Us  |  For Advertisers  |  For Business Partners  |  Site Index  |  RSS
SEARCH 
TechTarget provides enterprise IT professionals with the information they need to perform their jobs - from developing strategy, to making cost-effective IT purchase decisions and managing their organizations' IT projects - with its network of technology-specific Web sites, events and magazines.

TechTarget Corporate Web Site  |  Media Kits  |  Reprints  |  Site Map




All Rights Reserved, Copyright 2000 - 2008, TechTarget | Read our Privacy Policy 		  TechTarget - The IT Media ROI Experts