TABLE 3.
Call Center Cost Per Call
| Outsourced Call Center (2018) | Internal Call Center (2019) | |||||
|---|---|---|---|---|---|---|
| Month | Costa | Calls | Cost/Callb | Costa | Calls | Cost/Call |
| January | $97,166.67 | 24,484 | $3.97 | $116,847.99 | 23,754 | $4.92 |
| February | $97,166.67 | 31,487 | $3.09 | $74,292.62 | 20,277 | $3.66 |
| March | $97,166.67 | 26,535 | $3.66 | $79,724.21 | 21,649 | $3.68 |
| April | $97,166.67 | 24,778 | $3.92 | $99,345.68 | 22,582 | $4.40 |
| May | $97,166.67 | 26,036 | $3.73 | $97,779.43 | 23,551 | $4.15 |
| June | $97,166.67 | 30,909 | $3.14 | $73,233.50 | 21,972 | $3.33 |
| Totalc | $583,000.02 | 164,229 | $3.59 | $541,223.43 | 134,799 | $4.02 |
a Total monthly operating expenses in dollars.
b Cost per call equals total monthly operating expenses/calls, with a mean (standard deviation) cost per call of $3.59 6 $0.38 for the outsourced call center and $4.02 ± $0.52 (P = 0.152 on t-test comparison).
c Totals represent January-June total operating expenses; January-June total calls; mean monthly cost per call.