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GLOSSARY: Cost Per Call

The average cost associated with a call center interaction.  In some organizations, cost per call is only used to reference the cost devoted to live phone conversations between customers and agents.  In such cases, an increase in cost per call may be acceptable or even desirable insofar as it may suggest that low-touch, simple interactions are being routed to digital and self-service channels while the more complicated, higher-priority ones are being directed to agents.