Contact Centers-3 Questions for Future Strategies (1,421 words)

Without taking into account shipping fees, about 50 percent of the total cost per order can be attributed to contact-center costs. About half of the fully loaded total cost of an order, then, is direct labor. Other costs include indirect management, telecommunications, tenancy and cost of credit processing. After you've negotiated the best rates for these other costs, direct labor will be the largest expense you can affect on a daily basis.