Cost Per Contact (CPC)

Cost Per Contact (CPC) in a contact centre refers to the average cost incurred by the contact centre for handling a single customer interaction, which can be a phone call, chat session, email, or any other communication channel used for customer enquiries or support.

How to calculate cost per contact?

Here’s a simplified formula for calculating cost per contact:

Cost Per Contact = Total Contact Center Costs / Total Number of Contacts

Total Contact Centre Costs: This includes all the costs incurred in running the contact centre. It encompasses expenses like agent salaries and benefits, infrastructure costs (office space, utilities, equipment, etc.), technology costs (software, hardware, telecommunication systems), training expenses, and any other operational costs specific to the contact centre itself.

Total Number of Contacts: This represents the total volume of customer interactions or contacts handled by the contact centre during a specific time period, such as a day, month, or year.

The resulting cost per contact provides valuable insights into the efficiency of the contact centre. Lower cost per contact indicates that the centre is managing its operations efficiently and cost-effectively. Conversely, a higher cost per contact may suggest inefficiencies that need to be addressed. 

By tracking the cost per contact metrics, contact centre supervisors can work on optimising their operations, reducing costs, and improving customer service quality.