|
Cost per call.
Cost per call is the answer if you take everything into account. Part of that depends on what business you are in, but assuming that you have customers that have bought a product or paid for a service then cost per call is the answer.
Cost per call takes into account:
Agent cost
Retention
AHT
ASA
Customer Sat (as it relates to ASA, Surveys, and willingness to purchase again)
IT and telecom costs
Management costs
The customer sat. cost is important and probably hardest to pin down, but it influence the other metrics. For example, longer hold times and poor first call resolution may change buying habits or satisfaction with the service.
|