The Customer Touchpoint

Interestingly, we’ve found that out of the total cost in the customer contact center (including credit card fees), 50 percent to 55 percent of the cost per order comes from labor expenses.

Curt Barry is the president of F. Curtis Barry & Co., a Richmond, Va.-based firm that specializes in operations and fulfillment consulting for catalog and e-commerce companies. Contact him directly at (804) 740-8743 or by e-mail at cbarry@fcbco.com. Or visit his Web site: www.fcbco.com.