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Analítica

Cost per call

También llamado: cost per contact

Cost per call is total operating cost divided by the number of contacts handled over the same period, covering agent salary, supervision, technology, facilities and overhead.

The denominator is where this metric goes wrong. Inbound cost per call counts every call as handled, because inbound calls connect by definition. Outbound cost per connected conversation has to absorb the dead dials — at a 12% connect rate, roughly eight unanswered attempts are amortised into every real conversation, so the same agent at the same day rate produces a figure several times higher. Comparing the two without saying which is which makes an honest number look invented.

Reported ranges cluster around $6–12 for a live agent interaction, with large-volume studies reporting lower figures. Ranges vary with what is loaded into 'cost' — a figure covering only agent wages is not comparable to one that includes supervision, technology and facilities.

Occupancy is the hidden driver. An inbound agent at 83% occupancy handles roughly 66 contacts a shift; an outbound rep making 80 dials at a 12% connect rate has about 40 minutes of conversation in an eight-hour day. Same salary, very different cost per conversation.

Míralo en el producto

The cost of a connected call Pricing

Preguntas frecuentes

What is a typical cost per call?

Reported ranges for a live agent interaction cluster around $6–12, with some large-volume studies reporting lower. The figure depends heavily on what is included in cost and on whether the denominator counts dials or connected conversations.

Why is outbound cost per call higher than inbound?

Because most outbound dials never connect. At a 12% connect rate, about eight unanswered attempts are paid for within every conversation that happens, and a short call cannot fill an agent's shift the way a queue of inbound contacts does.

Términos relacionados

OccupancyThe share of logged-in time an agent spends handling contacts. Healthy between 75% and 85%; sustained higher figures drive burnout and attrition.Average handle timeThe average time an agent spends on a contact end to end — talk time plus hold time plus after-call work. The core input to every staffing calculation.Deflexión de llamadasResolver la necesidad de un cliente sin un agente humano: la proporción de llamadas que un agente de IA gestiona de principio a fin. Una métrica de ROI fundamental para la IA de voz.First contact resolutionThe share of contacts resolved without a follow-up. Benchmarked at 70–75%, and the correct counterweight to average handle time.Llamadas salientesLlamadas que una empresa realiza a clientes o leads: recordatorios, ventas, cobros, seguimientos. Los agentes de voz con IA ejecutan las salientes a escala y de forma simultánea.

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