The Cost per Contact KPI measures how much each contact costs your call center and is a key part of cost-benefit analyses. Each time one of your agents picks up the phone or sends an email, it costs your call center money in wages and operating costs.
This KPI is closely tied with Average Handle Time, Call Resolution, and Adherence call center KPIs. By monitoring this KPI over multiple time periods, you can account for fluctuations and oddities in the data to calculate an average cost per contact to be used in benchmarking.
# of calls per month / (operating cost + labour)