1. What is Cost Per Call?

Cost Per Call is a key performance indicator in call center and telemarketing operations that measures the average expense incurred for each telephone call handled. It helps businesses evaluate the efficiency of their call center operations and marketing campaigns.

2. How Does the Calculator Work?

The calculator uses the simple formula:

Where:

• Total Cost — The overall expenditure in Indian Rupees (INR)
• Calls — The total number of calls handled or made

Explanation: This calculation provides the average cost for each call, helping businesses understand their call center efficiency and ROI.

3. Importance of Cost Per Call Calculation

Details: Monitoring Cost Per Call is essential for optimizing call center operations, budgeting, evaluating marketing campaign effectiveness, and improving overall business efficiency in customer service and telemarketing.

4. Using the Calculator

Tips: Enter the total cost in Indian Rupees (INR) and the total number of calls. Ensure values are valid (cost ≥ 0, calls > 0).

5. Frequently Asked Questions (FAQ)

Q1: What costs should be included in Total Cost?
A: Include all associated expenses: agent salaries, telecom costs, infrastructure, technology, and overhead allocations.

Q2: What is a good Cost Per Call in India?
A: This varies by industry, but typically ranges between ₹50-₹150 for inbound calls and ₹150-₹300 for outbound calls in most sectors.

Q3: How can I reduce my Cost Per Call?
A: Strategies include improving first-call resolution, optimizing staffing, implementing better technology, and enhancing agent training.

Q4: Does Cost Per Call vary by call type?
A: Yes, inbound customer service calls typically have lower costs than outbound sales or collection calls due to different handling requirements.

Q5: How often should I calculate Cost Per Call?
A: Most businesses calculate this metric monthly, though high-volume call centers may track it weekly or even daily for optimal performance monitoring.