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Our cost per call is calculated using all of our controllable and non-controllable expenses and dividing by our total contacts, including emails. Once we have the average cost per call determined, we initially allocate expenses out by specialty group. Since our CMS application allows us to track the total volume by group, we can easily allocate the expenses back by to these specialty groups. The specialty groups are then responsible for allocating their expenses to the markets.
The remaining calls that do not fall into the specialty group category are allocated back to each market location based on their percentage of total households. We make the assumption that the same percentage of customers in each household will contact us on a consistent basis.
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