Cost per Call
Definition
What is the cost per call?
Cost per call or cost per inbound call is a call center metric that shows how efficiently call management services are distributed in terms of how much it costs to answer a call. Call center operators are constantly looking for ways to cut costs without sacrificing customer support efficiency. The first step in achieving the best balance is determining the cost per call.
The cost per call is correlated with managing all calls or communications over a given time. It is a key performance indicator (KPI) that call center managers commonly use to evaluate call center quality.
How to reduce cost per call?
Reducing call center costs per call is usually top of the list for call center management. Here some of the effective ways to start reducing the cost per call:
- Improve agent recruiting, preparation, and coaching. One of the most effective ways to reduce call costs while improving customer service efficiency is to ensure that the agents have the necessary skills, experience, and resources to meet the customer’s needs.
- Use call monitoring to keep things under control. Call center managers must track calls and provide positive input to agents to enhance their performance. It will guarantee better FCR and low AHT while also lowering the cost per call.
- Make use of call center software that is optimized. If you want your team to work well, you must provide them with the necessary resources. If you could only make one investment to reduce cost per call, it would be integrated call center software.
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