The Cost of Communication: What You Need to Know
Greetings, fellow business owners and professionals! In today’s fast-paced world, effective communication is the backbone of every successful organization. As such, most businesses have opted to outsource their communication lines to call centers. However, there is one significant challenge that comes with this strategy – the cost per call.
📞💸Yes, you read that right – cost per call is the amount it takes to process one call. This figure is critical to any organization that outsources its communication functions. Failure to budget for this expense adequately can significantly affect the overall profitability of your business.
In this article, we will delve into the depth of average cost per call in call centers. We will also provide you with tips on how to calculate this figure to understand your communication expenses better.
What is Average Cost per Call?
📊💰Average cost per call is the total amount spent in answering one call. This figure includes the cost of employee salaries, equipment, training, and other expenses related to answering calls. Call centers calculate this cost by dividing the total expenses incurred in answering calls by the number of calls answered.
📈The average cost per call is critical as it allows businesses to understand their communication expenses better. As such, they can make informed decisions when outsourcing communication services.
Calculating the Average Cost per Call
🧮Calculating the average cost per call is relatively simple. First, determine the total cost incurred in answering calls. This figure includes employee salaries, equipment, rent, training, and other expenses. Next, calculate the number of calls answered during the same period. Finally, divide the total cost by the number of calls answered to arrive at the average cost per call.
📝For instance, suppose your call center incurred a total cost of $10,000 in a month, with a total number of calls answered being 1000. The average cost per call will be $10,000/1000 = $10 per call.
The Factors Determining the Average Cost per Call
🔎The average cost per call in call centers varies depending on several factors. Here are some of the factors that influence this cost:
1. The Type of Call Center
🏢Different types of call centers have varying levels of cost per call. For instance, an inbound call center will have a lower cost per call as compared to an outbound call center. This is because outbound call centers make more calls, leading to higher expenses in employee salaries and equipment maintenance.
2. The Geographic Location of the Call Center
🗺️The location of a call center also plays a significant role in determining the cost per call. Call centers situated in high-cost regions will have a higher cost per call as compared to those in low-cost regions.
3. The Level of Service Required
📊The level of service required by the client also affects the cost per call. For instance, a call center that provides technical support services will have a higher cost per call as compared to one that provides customer service only. This is because technical support services require specialized employees and equipment.
4. The Volume of Calls Handled
📈The volume of calls handled also influences the cost per call. Call centers that handle higher volumes of calls will have a lower cost per call as compared to those that handle lower volumes of calls. This is because higher volumes of calls lead to lower expenses per call.
5. Employee Salaries
👨💼👩💼Employee salaries are the most significant factor that determines the cost per call. Call centers that pay their employees higher salaries will have a higher cost per call as compared to those that pay lower salaries.
The Importance of Knowing the Average Cost per Call
👀Now that we have seen what average cost per call is and what factors influence it let us now look at why it is critical to know the average cost per call.
1. Helps in Budget Planning
💸Knowing the average cost per call allows businesses to budget for their communication expenses adequately. This, in turn, ensures that they have sufficient funds to meet their other obligations while still maintaining quality communication services.
2. Identifies Areas of Improvement
🔍By knowing the average cost per call, businesses can identify areas of improvement in their communication systems. They can then make appropriate changes to reduce the cost per call while still maintaining the quality of their communication services.
3. Helps in Pricing Strategy
💰Knowing the average cost per call also helps businesses in setting the right price for their communication services. This ensures that they remain competitive in the market while still making a profit.
The Average Cost per Call Table
| Type of Call Center | Average Cost per Call |
|---|---|
| Inbound Call Center | $1 – $10 |
| Outbound Call Center | $5 – $25 |
| Technical Support Call Center | $10 – $30 |
| Collections Call Center | $15 – $40 |
| Crisis Hotline Call Center | $20 – $50 |
Frequently Asked Questions (FAQs)
1. What is the difference between inbound and outbound call centers?
📞An inbound call center receives incoming calls from customers or clients, while an outbound call center makes outgoing calls to customers or clients.
2. Why is the average cost per call higher for technical support centers?
🔧Technical support centers require specialized employees and equipment, leading to higher expenses.
3. How can I reduce the average cost per call in my call center?
📈You can reduce the average cost per call by increasing the number of calls handled, automating some processes, and improving employee efficiency.
4. Is the average cost per call affected by the size of a call center?
🏢Yes, larger call centers tend to have a lower cost per call as compared to smaller ones.
5. How often should I calculate the average cost per call?
📅It is advisable to calculate the average cost per call at least once per month to ensure accurate budget planning.
6. Can I outsource my call center operations to reduce the average cost per call?
👥Yes, outsourcing your call center operations can significantly reduce your average cost per call.
7. Is the geographic location of a call center critical when calculating the average cost per call?
🗺️Yes, the location of a call center plays a significant role in determining the average cost per call.
8. What is the ideal average cost per call for a call center?
💭There is no ideal average cost per call as it varies depending on the type of call center and other factors.
9. Can I negotiate the average cost per call with my call center service provider?
🤝Yes, you can negotiate the average cost per call with your call center service provider.
10. Is it crucial to understand the average cost per call in my business?
🤔Yes, understanding the average cost per call is critical to effective budget planning and maintaining quality communication services in your business.
11. What should I do if the average cost per call in my business is too high?
🤔You can make appropriate changes to reduce the cost per call, such as automating some processes, improving employee efficiency, or outsourcing your communication services.
12. Are there any downsides to reducing the average cost per call?
🤔Reducing the average cost per call may affect the quality of communication services. As such, it is advisable to strike a balance between cost and quality.
13. How can I ensure that I receive high-quality communication services while still maintaining a low average cost per call?
👥🔍You can achieve this by outsourcing your communication services to a reputable call center service provider with a proven track record of providing quality communication services at an affordable cost.
Conclusion: Take Action Today
🎉In conclusion, understanding the average cost per call in call centers is crucial if you want to run a successful and profitable business. By knowing this figure, you can make informed decisions when outsourcing communication services, budget adequately, and identify areas of improvement.
👍So, take action today and calculate your average cost per call to ensure that you are well informed of your communication expenses. Remember, the difference between the success and failure of your business lies in effective communication.
Closing Statement with Disclaimer
📝This article is meant for informational purposes only and should not be construed as professional advice. You should seek the advice of a qualified professional when making any business decisions.
📝The information provided in this article is accurate to the best of our knowledge at the time of writing. However, we do not guarantee its completeness or accuracy. We, therefore, do not assume any liability or responsibility for any omissions or errors in this article.