Despite being one of the oldest forms of customer support, phone calls are still the most popular tool among customers, with 76% of consumers preferring to contact a brand over the phone, according to a study by CFI Group.
Calculate call costs
Offering support over the phone may reduce customer effort but it also adds costs you might be overlooking. If you want a clear idea of how your spending relates to productivity in your call center, the first step is to calculate the cost per call according to maestroqa and magellan.
Cost per call is a common call center KPI that measures how much money it costs a company to handle a single customer support call.
This metric is essential to understanding the ROI of your contact center technology and the cost-effectiveness of your operations.
5 Important Factors to Consider to Accurately Calculate Call Cost
Employee wages and benefits
Employees are typically the largest expense facing customer support companies. This includes the cost of hiring agents, supervisors, quality assurance managers, and managers.
Human Resources Expenses
Consider all the expenses allocated to this important sector, which you rely on to recruit, train and hire your employees.
Call Center Overhead
The bulk of your overhead comes from the real estate cost of your call center, but even if your team is entirely remote, don’t forget to factor in one-time setup costs like hardware and servers.
Software Subscriptions
This includes flat or per-agent licensing fees for CRM software, quality assurance software, learning management systems, customer service software, data warehouses, and phone systems.
Total calls answered by agents
Determine the number of customer support calls your agents handled during a given period of time. You can break this number down into weekly, monthly, yearly, etc.
