Trends Report

How To Calculate The Cost Of Customer Service To Drive Improvements

September 12th, 2011
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributor:
William Band

Summary

Measuring the actual cost of your customer service operations over the different communication channels that you support is difficult. Business process pros supporting customer service operations can easily become distracted by the sheer volume of parameters that they can measure to track costs. To gain value from a cost analysis, managers should focus on parameters that they can control and look for ways to optimize them. This report defines and describes nearly 25 customer service operational parameters that influence overall costs. It also provides recommendations for reducing costs without sacrificing customer satisfaction.

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