Looking At Cost Per Call In Call Center Companies

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Other than that, labor costs are also taken against expenses on other operational factors. For example, because call centers basically involved operations using telephony, it is just natural that costs of using telecommunication or telephone equipment and services should also be accounted for. Because call centers are now usually outsourced from third world countries and emerging economies, call costs are usually higher. Those expenses are logically added on top of the costs spent for labor.

•    Use to coach, train and evaluate agent performance
•    Can be used by different functional managers, such as quality assurance managers, sales managers, support managers, compliance managers, etc.
•    Create different types of questions that pertain to each function so that respective managers can evaluate agents based on certain criteria
•    Apply a specific weightage for each question within a call scoring section
•    Evaluate across multiple agents as well evaluate the same agent over a period of time
•    Re-evaluate how an agent has improved after training
•    Identify future training needs

Call Scoring allows supervisors to search within the rated calls and also do comparison across multiple agents and their performances. It also helps evaluate the progress of a new agent and the results of training programs conducted. Overall, this becomes a great tool not only to improve the overall quality and business performance, but to comply with new processes and compliances businesses are mandating.

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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. Of course, all call center operations should strive very hard to lower total cost per call so that profits could be maximized and efficiency be made better.

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