Plans, Pricing & Billing

What is meant by Cost Per Call (CPC) in a contact centre?

Cost Per Call (CPC) is a metric that quantifies the total expense incurred for each call managed by a contact centre. It includes various cost components associated with direct, indirect, and variable expenses, providing a clear perspective on the cost-effectiveness of operations. By tracking CPC, businesses can set performance objectives, identify inefficiencies, and make informed decisions aimed at enhancing their profitability.

In more detail

Cost Per Call (CPC) is a metric that quantifies the total expense incurred for each call managed by a contact centre. It includes various cost components associated with direct, indirect, and variable expenses, providing a clear perspective on the cost-effectiveness of operations. By tracking CPC, businesses can set performance objectives, identify inefficiencies, and make informed decisions aimed at enhancing their profitability.

Reviewed 2026-11-11

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