Cost Per Call

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know? Average cost per call range US $2.70‑$5.60 per call in many industries.

1. What is cost per call?

Cost per call is a contact center metric that calculates the average expense incurred by a company to handle a single customer call. It includes agent wages, technology costs, training, overhead, and software expenses. This metric helps evaluate operational efficiency and identify areas to reduce costs without affecting service quality.

2. What is the cost per call model?

The cost per call model is a pricing or cost-analysis framework that breaks down total operational costs across the number of calls handled in a specific period. Businesses use it to assess budget allocation, compare in-house vs outsourced operations, and evaluate the ROI of customer support technologies like Convin.

3. How is cost per call calculated?

Cost Per Call = Total Contact Center Operating Costs ÷ Total Number of Calls Handled

Example: If your monthly support cost is $100,000 and you handle 20,000 calls, your cost per call is $5.

Some companies refine this further by separating inbound vs outbound, or first-contact vs follow-ups.

 Reduce cost significantly with conversational AI