KPIs & Metrics 101

Everything you need to know about KPIs to start your data driven journey

KPIs & Metrics 201

Real life business examples of KPIs and how to establish key business metrics

Formula

# of calls per month / (operating cost + labour)

Services

CallRail Dashboard | CallRail logo Intercom Dashboard | Intercom logo Zendesk Dashboard | Zendesk logo

Role

Manager, VP / Director

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.

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