Cost per Call

Related KPIs

Cost per Call Interpretation

CPC reflects the cost-effectiveness of call handling and customer interactions. High values often indicate inefficiencies, such as excessive staffing or prolonged call durations, while low values suggest streamlined operations and effective cost management. Ideal targets typically align with industry standards, which may vary based on service type and customer expectations.

• <$2.00 – Optimal for high-efficiency environments
• $2.00–$3.50 – Acceptable range; monitor for improvement
• >$3.50 – Needs immediate review of processes

Cost per Call Benchmarks

• Telecommunications average: $3.00 per call (Gartner)
• Financial services median: $2.50 per call (Forrester)
• Retail industry benchmark: $2.80 per call (NICE)

Common Pitfalls

Many organizations overlook the nuances of CPC, leading to misguided strategies that fail to address root causes of high costs.

• Relying solely on historical data can distort future forecasts. Without considering changing customer behaviors or market conditions, organizations may misallocate resources and miss improvement opportunities.
• Neglecting to analyze call duration can mask inefficiencies. Longer calls may indicate unresolved issues, leading to increased costs and diminished customer satisfaction.
• Failing to invest in staff training results in inconsistent service quality. Untrained agents may struggle to resolve inquiries efficiently, increasing call times and operational costs.
• Ignoring technology upgrades can hinder performance. Outdated systems may slow down processes, leading to longer wait times and higher costs per interaction.

Improvement Levers

Enhancing CPC requires a multifaceted approach that targets both operational processes and customer interactions.

• Implement advanced analytics to identify call patterns and optimize staffing. By analyzing peak call times, organizations can better allocate resources and reduce costs.
• Invest in training programs that focus on efficiency and customer service skills. Well-trained agents can resolve issues faster, improving both CPC and customer satisfaction.
• Utilize self-service options to reduce call volume for routine inquiries. Empowering customers to find answers independently can significantly lower overall call costs.
• Regularly review and refine call scripts to enhance clarity and efficiency. Streamlined communication can lead to quicker resolutions and lower operational costs.

Cost per Call Case Study Example

A leading telecommunications provider faced escalating costs in its call center operations, with CPC climbing to $3.80 per call. This trend threatened profitability and customer satisfaction, prompting the executive team to take decisive action. They initiated a comprehensive review of call handling processes and identified key areas for improvement, including agent training and technology upgrades.

The company implemented a new training program focused on efficiency and customer engagement, equipping agents with the skills needed to resolve issues quickly. They also invested in a modern call management system that utilized AI to route calls based on complexity, ensuring that customers reached the right agents without unnecessary delays. These changes led to a more streamlined operation, reducing average call duration significantly.

Within six months, the telecommunications provider saw CPC drop to $2.90 per call, resulting in substantial cost savings. Customer satisfaction scores improved as well, with customers reporting quicker resolutions and enhanced service quality. The success of this initiative not only improved financial metrics but also reinforced the company's commitment to delivering exceptional customer experiences.