Looking At Cost Per Call In Call Center Companies
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Call centers are no different from traditional businesses in that sense. That is because call centers must also first and foremost give ample consideration to the costs incurred when making calls to customers so that comparison with actual revenues can be made. Because of that, cost per call is widely considered as the foundation of all key performance indicators in a call center business. Costs or expenses on labor like wages, employee benefits, and payments to incentives, and costs for contractors should be given much leverage.
That is because it has been found that in any call center business; about 67% of overall costs are accounted for labor. Therefore, it is certain that costs on labor are indeed the biggest factor that should be reduced if the company is aiming to lean or trim cost per call.
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