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For companies with inconsistent call volumes, a per-minute pricing model is a good option. It allows them to avoid the expense of paying for unnecessary downtime. It also helps them to reduce costs by reducing unneeded contacts through better self-service, automation and improved first call resolution rates.
But it’s important to remember that lowering PAY PER CALL isn’t the end goal.
The cost-per-call is an important call center metric that gives you a clear indication of your total operating costs. However, lowering this metric should not be the sole objective of your call center operations. It’s important to consider the overall customer satisfaction when reducing this KPI.