19th December 2001 at 11:55
#11876

Adriaan Baston

Guest

Cost per call can be calculated by taking the agent’s average salary and multiplying it by the number of agents. That gives you an rough total cost for the agents, just divide this by the number of contacts and you have a basic cst per call.

A far better way is take all costs by account code and calculate the call-centre’s share including overhead etc. and divide this by the total number of calls.

Best wishes,

Adriaan.