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.
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.