The Customer Touchpoint

Contact Center Costs Per Order

Given the costs associated with contact center labor, it’s no wonder controlling staffing levels is a key focus for catalog managers.

For typical catalogers, contact center costs per order range from $3.25 to $4.25, according to research provided through the Call Center Benchmarking ShareGroup and our database of operational benchmarks. This includes all costs associated with the order, e.g., direct and indirect labor, occupancy costs, benefits, incentives, training, recruitment, fixed and variable telephone expenses, third-party call center services, correspondence, and software and hardware costs. It excludes credit card processing fees.