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What is the cost per contact?

Cost per contact is a crucial business term that refers to the total expense incurred by a company to reach out to a single customer. This includes all marketing and advertising costs divided by the total number of contacts or customers reached. It’s a key metric in evaluating the efficiency of a marketing campaign.

Imagine you’re throwing a dart. The cost per contact is like the price you pay for each throw. The lower the cost, the more efficient your aim. It’s a simple yet powerful concept that can help businesses optimize their marketing strategies and maximize their return on investment.

Importance of Cost Per Contact in Business

Cost per contact is a vital metric that businesses use to measure the efficiency and effectiveness of customer interactions. By understanding this concept, companies can make informed decisions that optimize their customer service operations. Here, we explore why cost per contact matters:

  • Efficiency: Calculating cost per contact helps businesses identify the resources required to handle each customer interaction. This allows for better allocation of staffing, technology, and other resources, leading to improved operational efficiency.
  • Performance Evaluation: By monitoring cost per contact over time, companies can assess the success of their customer service strategies. Tracking changes in cost per contact can indicate areas that need improvement or highlight the effectiveness of implemented initiatives.
  • Financial Management: Understanding cost per contact enables businesses to accurately forecast and budget their customer service expenses. By identifying the costs associated with each interaction, companies can optimize spending, reduce waste, and maintain a healthy bottom line.
  • Competitive Advantage: Companies that effectively manage their cost per contact can offer competitive pricing and invest more in enhancing the overall customer experience. This can help them attract and retain customers in a crowded market.

Calculating Cost Per Contact: A Step-by-Step Guide

Calculating cost per contact allows businesses to determine the financial impact of customer interactions. Follow these steps to calculate cost per contact:

  1. Identify Costs: Determine the direct and indirect costs associated with handling customer contacts. This includes salaries, benefits, overhead expenses, technology costs, and training expenses.
  2. Count Contacts: Measure the total number of customer contacts received during a specific period.
  3. Calculate Cost Per Contact: Divide the total costs by the number of customer contacts to obtain the cost per contact.
  4. Analyze and Refine: Continuously review the calculated cost per contact metric and refine it as necessary to improve accuracy and effectiveness in decision-making.

Strategies to Reduce Cost Per Contact

Reducing cost per contact is a shared goal for businesses aiming to optimize their customer service operations. Here are some effective strategies to achieve this:

  • Self-Service Options: Implement self-service options like comprehensive FAQs, knowledge bases, and chatbots to allow customers to find answers to common queries without human intervention.
  • Streamline Processes: Identify and eliminate unnecessary steps in customer service workflows, simplifying and automating processes to reduce average handling time and increase efficiency.
  • Invest in Technology: Leverage technology tools such as customer relationship management (CRM) systems, call routing software, and omni-channel platforms to enable seamless and efficient customer interactions.
  • Effective Training: Provide comprehensive training to agents, focusing on enhancing their problem-solving skills, product knowledge, and communication abilities. Well-trained agents can handle customer queries more efficiently, reducing the need for follow-up contacts.
  • Customer Feedback: Regularly seek customer feedback to understand pain points and areas for improvement. By addressing these issues, businesses can reduce the number of customer contacts required.

Impact of Cost Per Contact on Customer Satisfaction

Cost per contact directly affects customer satisfaction and overall customer experience. Here’s how:

  • Efficiency: When businesses effectively manage their cost per contact, they can allocate resources to handle customer inquiries promptly. This results in faster response times, reducing customer frustration and enhancing satisfaction.
  • Quality of Service: While it is crucial to manage costs, it is equally important to deliver high-quality customer support. Striking a balance between cost control and delivering exceptional service is essential to maintain customer satisfaction.
  • Personalization: Efficiently managing cost per contact allows businesses to invest in personalized customer experiences. By understanding individual preferences and providing tailored solutions, companies can improve customer satisfaction levels.

Frequently Asked Questions (FAQs)

How does Cost Per Contact affect a company’s bottom line?

Cost per contact significantly impacts a company’s bottom line by directly affecting customer service expenses. By managing and reducing this cost, businesses can enhance profitability and allocate resources to other critical areas of the organization.

What factors can influence the Cost Per Contact?

Several factors can influence the cost per contact metric, including staff salaries, technology investments, training costs, call volumes, customer demographics, and the complexity of interactions. Identifying and analyzing these factors can help businesses optimize their cost per contact metrics.

How can a business effectively reduce its Cost Per Contact?

To effectively reduce cost per contact, businesses can implement self-service options, streamline processes, invest in technology, provide effective agent training, and leverage customer feedback to identify and address recurring issues.

How does Cost Per Contact relate to other customer service metrics?

Cost per contact is closely related to other customer service metrics, such as first-call resolution (FCR), average handle time (AHT), and customer satisfaction scores (CSAT). Balancing these metrics helps businesses evaluate and optimize their customer service performance.

Can a low Cost Per Contact compromise the quality of customer service?

While reducing cost per contact is crucial, it should not compromise the quality of customer service. Businesses should strive to maintain a balance between cost control and delivering excellent service to ensure customer satisfaction and loyalty.

What is Cost Per Contact?

Cost per contact (CPC) is a metric used in the help desk industry to measure the average cost incurred by a business to address a single customer query or issue. It takes into account all the costs, such as employee salaries, technology expenses, and training, involved in resolving a customer issue.

Importance of Cost Per Contact in Help Desk

In the help desk industry, cost per contact is a crucial metric because it helps businesses measure the efficiency of their customer support processes. By calculating the CPC, businesses can evaluate the effectiveness of their support team and identify areas for improvement. Additionally, tracking CPC over time can help businesses identify trends and take proactive measures to reduce costs and improve customer satisfaction.

Practical Instances

Here are a few practical instances that illustrate the importance of cost per contact in the help desk industry:

  • A company notices a sudden spike in cost per contact, so they investigate and discover that many customers are experiencing an issue with their product. The company quickly addresses the issue, reducing the number of contacts and ultimately lowering CPC.
  • A business realizes that it’s more cost-effective to provide self-service options to customers, reducing the number of calls to the help desk and lowering CPC.
  • By measuring CPC, a company discovers that their support team is spending too much time resolving low-complexity issues, resulting in higher costs. The company decides to invest in training to improve the team’s efficiency and reduce costs.

Major Benefits for Customers

While cost per contact is mainly used to measure the effectiveness of a business’s help desk, it also has several benefits for customers:

  • Lower wait times: By decreasing the number of contacts to the help desk, customers can experience faster response times and reduced wait times.
  • Better customer service: When a company tracks CPC, they’re able to identify issues and proactively work to address them. This means that customers receive better service and fewer issues.
  • Improved products: By analyzing CPC and identifying trends, companies can identify and fix product issues, resulting in a better overall experience for customers.


Cost per contact is a crucial metric in the help desk industry. By tracking and analyzing CPC, businesses can evaluate their customer support processes and identify areas for improvement. Lower CPC leads to improved customer service, faster response times, and ultimately, a better overall experience for customers.

lets learn more about other jargons also

Customer engagement refers to the continuous interaction between customers and businesses. It is the process of building long-term relationships with customers by providing them with personalized experiences that meet their unique needs and preferences. In the help desk and customer support industry, customer engagement plays a crucial role in creating positive customer experiences. Engaged customers are more likely to be loyal to a business, recommend it to others, and become advocates for the brand. Therefore, help desk and customer support teams must strive to engage customers on all touchpoints, including telephone, email, social media, and chat. By doing so, they can foster positive relationships with customers and improve their overall satisfaction levels.

Customer interaction refers to the communication between a customer and a business. It encompasses all the touchpoints that a customer has with a company, such as email, phone calls, social media interactions, and in-person conversations. In the help desk and customer support industry, customer interaction is critical to providing excellent customer service. Help desk and customer support teams must ensure that they are responsive, empathetic, and knowledgeable during customer interactions. They must also seek to resolve customer queries quickly and efficiently to create positive experiences. Effective interaction can help businesses build rapport with their customers, foster loyalty, and increase customer retention rates. Therefore, it is essential for businesses to train their customer support teams adequately to handle customer interactions effectively.

FAQs About What is Cost Per Contact?

The cost per contact metric is a way to measure the total expense incurred by a company to manage each customer interaction, including labor, technology, and overhead costs.
The cost per contact metric includes all channels used to manage customer interactions, such as phone, email, social media, and other communication channels.
The cost per contact metric takes into account various factors, including labor costs, technology costs, and overhead costs.
The cost per contact metric is important for businesses because it helps them understand the total expense incurred for each customer interaction. This information can be used to identify areas where costs can be reduced and to improve overall efficiency.
Businesses can reduce their cost per contact by implementing more efficient processes, investing in technology that streamlines customer interactions, and training employees to handle customer inquiries more effectively.

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