Cost Per Call

Author: CCa2z

Date: 25th September 2009

Cost per call is a useful measure to keep on your radar.

If costs are relatively fixed, cost per call will increase with a reduction in call volume.  Conversly, cost per call will reduce with an increase in call volume.

Calculations should include total costs both fixed and variable divided by total calls answered.

Where there are high variable costs with temporary staff, the staff numbers can easily be reduced with a reduction in call volume to reduce the cost per call. 


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