How to Calculate Call Center Cost Per Call

Business managers should reduce the cost per calls.

When you run a call center, you have associated costs including employee wages, telephone costs, office space and other overhead costs such as electricity. Once you know your total costs, you can tally the phone calls you answered during a specific time period. This allows you to divide the costs by the number of calls to find your cost per call. Call centers want to have a small cost per call.

Instructions

1. Add all of your costs to run the call center. Include all employee wages and benefits for the period, any overhead paid and any other costs you associate with the call center.

2. Tally the total number of calls for the period for which you want to calculate the cost per call.

3. Divide the total cost by the number of calls during the period to find the cost per call. For example, if Company X had $50,000 in costs for the year and answered 100,000 calls in that time, $50,000 divided by 100,000 calls equals $0.50 per call.

Tips & Warnings

• To reduce call center costs per call, reduce your total costs or increase the number of calls you answer.

References

• AAA Know:Unit Rates