What is a customer acquisition cost?

Customer Acquisition Cost (CAC) is an indicator of the effectiveness of a company’s marketing efforts in securing new customers. To calculate CAC, an organisation needs to add up its expenses related to sales and marketing, encompassing items like wages, commissions, advertising expenditures, and similar items, and then divides this sum by the quantity of newly acquired customers within a specific timeframe.

How can contact centres impact customer acquisition cost?

Contact centres that offer sales support can significantly impact the calculation of customer acquisition cost. Outbound call centres often engage leads to convert them into customers, while inbound contact centres focus on transforming prospects into paying clients.

Contact centres also play a crucial role in shaping a closely related metric known as customer lifetime value (CLV).

Speak to a consultant

We are accredited partners with

Contact Centre Glossary

How Opus' contact centre consultants can assist you

Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.

Our specialist contact centre services include but are not limited to:

Back to our Contact Centre Glossary >