Enter the total cost and the total number of calls into the calculator to determine the cost per call.
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Cost Per Call Formula
The following equation is used to calculate the Cost Per Call.
CPC = TC / C
- Where CPC is the cost per call ($/call)
- TC is the total cost ($)
- #C is the number of calls
To calculate the cost per call, divide the total cost by the total number of calls.
What is a Cost Per Call?
Definition:
Cost per call typically refers to the average cost associated with managing or making a single telephone call. This figure takes into account expenses such as employee wages, telecom charges, and overhead costs involved in supporting call center operations.
How to Calculate Cost Per Call?
Example Problem:
The following example outlines the steps and information needed to calculate the Cost Per Call.
First, determine the number of calls. In this example, there were 1,000 total calls handled in a month.
Next, determine the total cost of those calls. These calls cost $5,000 when considering salaries, telecom charges, and overheads during that period.
Finally, calculate the cost per call using the formula above:
CPC = TC / #C
CPC = $5,000 / 1,000
CPC = $5 per call
FAQ
What factors can affect the cost per call?
The cost per call can vary based on employee wages, telecom or software expenses, technology infrastructure, and other overhead costs such as rent and utilities. Additional factors, such as call length and efficiency, may also influence the overall cost.
How can I reduce my cost per call?
Strategies to reduce cost per call include training employees to handle calls efficiently, investing in reliable telecommunications systems, and leveraging automation or self-service tools for routine inquiries. Regularly reviewing call processes, analyzing call volume patterns, and optimizing staffing can also lower costs.
Is it more cost-effective to outsource call center operations?
Outsourcing can be more cost-effective for some businesses, especially those that experience significant fluctuations in call volumes or lack the infrastructure to support a dedicated in-house team. Outsourcing providers often benefit from economies of scale and specialized expertise. However, factors like quality control, responsiveness, and brand consistency should be weighed before making a decision.