Cost per Call

[JoeB]

Many questions posted here and other forums concerning the cost per call (and other access methods) prompted us to conduct meta-analysis of benchmark studies that are quoted by many. The analysis shows that the same metric can have a 1 to 9 difference, depending on the benchmark database. There are several reasons for this discrepancy, including inconsistent definitions, unreliable measurements and analysis methods, and possibly, insufficient verification. These findings cast serious doubts about the accuracy and therefore the usefulness of these “industry averages”.

See http://www.diagnosticstrategies.com/...nchmarking.pdf for the results of the study.