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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.
a) It is not important to clearly identify which costs are included and not included in cost per call.
b) Cost per contact is usually monitored/measured as a specific period of time.
c) Cost per contact is generally broken out by channel/media.
d) Monitoring cost per call allows management to determine where to spend valuable funds on technology and process improvement.
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This was last published in March 2008
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