AP-226 · Question #51
The company aims to reduce operational costs. Which KPI is most relevant to track their progress?
The correct answer is C. Average Cost per Case (CPAC). The Average Cost per Case (CPAC) is the most relevant KPI for tracking progress in reducing operational costs within a contact center. This metric provides a clear measurement of the cost associated with resolving each customer case, taking into account all resources utilized…
Question
The company aims to reduce operational costs. Which KPI is most relevant to track their progress?
Options
- ACustomer Acquisition Cost (CAC)
- BAgent Resolution Rate
- CAverage Cost per Case (CPAC)
- DEmployee Turnover Rate
How the community answered
(26 responses)- A8% (2)
- C88% (23)
- D4% (1)
Explanation
The Average Cost per Case (CPAC) is the most relevant KPI for tracking progress in reducing operational costs within a contact center. This metric provides a clear measurement of the cost associated with resolving each customer case, taking into account all resources utilized in the process. Monitoring and optimizing CPAC can help a company identify areas where efficiencies can be improved, thus directly contributing to the reduction of operational costs.
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