{"id":37386,"date":"2026-10-02T08:00:00","date_gmt":"2026-10-02T06:00:00","guid":{"rendered":"https:\/\/pegamento.nl\/niet-gecategoriseerd\/how-do-you-compare-the-costs-per-customer-contact-between-different-channels\/"},"modified":"2026-10-21T11:40:26","modified_gmt":"2026-10-21T09:40:26","slug":"how-do-you-compare-the-costs-per-customer-contact-between-different-channels","status":"publish","type":"post","link":"https:\/\/pegamento.nl\/en\/contact-center\/how-do-you-compare-the-costs-per-customer-contact-between-different-channels\/","title":{"rendered":"How do you compare the costs per customer contact between different channels?"},"content":{"rendered":"<div id=\"bsf_rt_marker\"><\/div><p>You compare the costs per customer contact between channels by dividing the total direct and indirect costs for each channel by the number of handled contacts. Think of personnel costs, technology costs, and overhead. It is not just about the price per interaction, but also about effectiveness: a cheap channel that solves few problems is ultimately more expensive than it seems. In this article, we answer the most frequently asked questions about comparing customer contact costs per channel.<\/p>\n<h2>Which cost components are included in a single customer contact moment?<\/h2>\n<p>A customer contact moment consists of more cost components than just the salary of the employee handling the conversation. The full costs per contact include personnel costs, technology costs, overhead, and the indirect costs of unresolved contacts. Only when you include all these layers do you get a fair picture of what a channel actually costs.<\/p>\n<p>The most important cost components are:<\/p>\n<ul>\n<li><strong>Personnel costs:<\/strong> gross salary, social security contributions, holiday pay, training, and onboarding costs of employees who handle contacts<\/li>\n<li><strong>Average handling time:<\/strong> the time an employee spends per contact, including after call work<\/li>\n<li><strong>Occupancy rate and planning:<\/strong> employees are not continuously productive; waiting time, breaks, and peaks increase the effective costs per contact<\/li>\n<li><strong>Technology and licenses:<\/strong> costs for the contact center platform, telephony, chat tools, CRM integrations, and reporting tools<\/li>\n<li><strong>Overhead and housing:<\/strong> managers, quality assurance, HR support, and workplace costs<\/li>\n<li><strong>Repeat contacts:<\/strong> if a customer contacts you a second or third time about the same problem, the costs double without providing extra value<\/li>\n<\/ul>\n<p>Many organizations only calculate direct personnel costs and therefore miss a large part of the actual contact center costs. A full cost price calculation requires insight into all these layers.<\/p>\n<h2>What are the average costs per contact per channel?<\/h2>\n<p>The costs per contact differ greatly per channel. Telephone contact is usually the most expensive channel due to high occupancy and real-time handling by an employee. Chat, email, and automated channels such as chatbots or self-service are significantly lower in costs per interaction, but the actual ratio depends on your own organization and the type of questions that come in.<\/p>\n<p>As a general guideline in the contact center industry, the following order from high to low in costs per contact applies:<\/p>\n<ol>\n<li><strong>Telephone contact via an employee:<\/strong> highest costs due to real-time occupancy, average call duration, and after call work<\/li>\n<li><strong>Email handled by an employee:<\/strong> lower than telephone, but depending on the complexity of messages, handling time can increase<\/li>\n<li><strong>Live chat via an employee:<\/strong> an employee can conduct multiple chat conversations simultaneously, which lowers the costs per contact compared to telephone<\/li>\n<li><strong>WhatsApp and social media:<\/strong> comparable to chat, but depending on the setup and the expected response speed<\/li>\n<li><strong>Chatbot or virtual assistant:<\/strong> low costs per interaction, but only profitable if the resolution rate is high enough<\/li>\n<li><strong>Self-service and FAQ:<\/strong> lowest costs per contact, provided customers actually find their answer without calling anyway<\/li>\n<\/ol>\n<p>Avoid using industry averages as an absolute benchmark. The actual costs in your organization can deviate significantly from this, depending on contact volume, complexity, and systems.<\/p>\n<h2>How do you calculate the actual cost per contact per channel?<\/h2>\n<p>You calculate the actual cost per contact by dividing the total costs of a channel in a certain period by the total number of handled contacts in that same period. The formula is: <strong>cost per contact = total channel costs \/ number of handled contacts<\/strong>. The hardest part is not the formula, but correctly allocating all cost components to the right channel.<\/p>\n<p>Follow these steps for a reliable calculation:<\/p>\n<ol>\n<li><strong>Determine the measurement period:<\/strong> choose a representative period, preferably at least a quarter, to account for seasonal influences<\/li>\n<li><strong>Map out personnel costs per channel:<\/strong> use time registration or capacity models to determine how many FTEs are deployed per channel<\/li>\n<li><strong>Allocate technology costs:<\/strong> divide license and platform costs according to usage per channel<\/li>\n<li><strong>Add overhead:<\/strong> add a percentage of the costs for managers, quality monitoring, and HR to each channel<\/li>\n<li><strong>Count the number of contacts per channel:<\/strong> use your contact center platform or reporting tool for reliable contact volumes<\/li>\n<li><strong>Divide total costs by the number of contacts:<\/strong> this gives the raw cost per contact per channel<\/li>\n<li><strong>Correct for quality:<\/strong> multiply the cost per contact by the repeat contact percentage to calculate the actual costs per solved problem<\/li>\n<\/ol>\n<p>A <a href=\"https:\/\/pegamento.nl\/en\/business-analysis\/\">thorough business analysis<\/a> helps you to correctly allocate these cost components and make comparisons that gain internal support.<\/p>\n<h2>Why is a low cost per contact not always better?<\/h2>\n<p>A low cost per contact says nothing about the quality of handling. A channel can be cheap per interaction, but if customers then contact you again, escalate to a more expensive channel, or drop out, the actual costs are higher than they seem. The cost per contact must always be weighed against the resolution rate and customer satisfaction.<\/p>\n<p>There are three situations in which a low cost per contact is misleading:<\/p>\n<ul>\n<li><strong>High repeat contact:<\/strong> a chatbot that &#8220;handles&#8221; 70% of questions but only actually solves 40% drives up volume on other channels and increases total costs<\/li>\n<li><strong>Channel shift:<\/strong> customers who do not find an answer via self-service call anyway. The costs of that phone call are then not attributable to the telephone, but to the failure of the cheaper channel<\/li>\n<li><strong>Customer loss:<\/strong> a poorly handled contact in a cheap channel can lead to customer churn. The omission is not in the contact costs, but in the customer value that is lost<\/li>\n<\/ul>\n<p>Therefore, always use the combination of cost per contact, first contact resolution (FCR), and customer satisfaction as a measurement set. Only then can you compare channels fairly with each other.<\/p>\n<h2>What data do you need for a reliable channel cost comparison?<\/h2>\n<p>For a reliable comparison of customer contact costs per channel, you need data from at least three sources: your personnel administration, your contact center platform, and your financial systems. If one of these sources is missing, the results are too unreliable to base decisions on.<\/p>\n<p>Specifically, you need the following data:<\/p>\n<ul>\n<li><strong>Contact volumes per channel:<\/strong> the number of incoming and handled contacts per channel per period<\/li>\n<li><strong>Average handling time (AHT):<\/strong> including after call work, broken down per channel<\/li>\n<li><strong>Personnel deployment per channel:<\/strong> how many hours or FTEs were deployed per channel in the measurement period?<\/li>\n<li><strong>Labor costs including employer charges:<\/strong> full cost picture per employee, not just the gross salary<\/li>\n<li><strong>Technology and license costs:<\/strong> broken down per tool or platform, if possible per channel<\/li>\n<li><strong>First contact resolution (FCR):<\/strong> the percentage of contacts that are fully resolved in one interaction<\/li>\n<li><strong>Repeat contact percentage:<\/strong> what percentage of customers contact you again within a certain period about the same subject<\/li>\n<li><strong>Customer channel choice:<\/strong> through which channel does the customer start the contact, and does the customer then switch to another channel?<\/li>\n<\/ul>\n<p>Many organizations have a portion of this data, but have it spread across different systems. Merging this information is one of the first steps in a serious analysis of the costs of omnichannel customer contact.<\/p>\n<h2>When is it profitable to switch to a cheaper channel?<\/h2>\n<p>Switching to a cheaper channel is profitable if the cheaper channel achieves a comparable or higher resolution rate, customers are willing to use it, and the investment in the new channel is earned back within an acceptable period. If one of these conditions is not met, the switch yields no net savings.<\/p>\n<p>Ask yourself the following questions before implementing a channel shift:<\/p>\n<ul>\n<li>What percentage of the current contact volume is suitable for the cheaper channel, given the nature of the questions?<\/li>\n<li>Are customers willing and able to use that channel, or are you forcing them into a channel that does not suit them?<\/li>\n<li>What are the one-off investment and implementation costs of the new channel?<\/li>\n<li>How long does it take before the volume shifts sufficiently to earn back the investment?<\/li>\n<li>What is the risk of a drop in customer satisfaction if the switch does not go well?<\/li>\n<\/ul>\n<p>A phased approach works best in practice. Start by shifting the most simple, repetitive contacts to a cheaper or automated channel. Measure the results after a quarter and then decide whether further shifting is justified. This way you limit the risk and build internal trust in the approach.<\/p>\n<h2>How Pegamento helps you compare and lower customer contact costs<\/h2>\n<p>We help organizations gain control over the actual costs of their customer contact, per channel and per contact type. We do this not with a separate advisory report, but with a concrete approach that runs from analysis to implementation. Everything under one roof, without you having to manage multiple suppliers.<\/p>\n<p>What we do for you:<\/p>\n<ul>\n<li><strong>Cost price analysis per channel:<\/strong> we map out the actual costs per contact, including personnel deployment, technology, overhead, and repeat contact<\/li>\n<li><strong>Channel selection and business case:<\/strong> we determine which contacts are suitable for automation or a cheaper channel, and calculate the payback period<\/li>\n<li><strong>Omnichannel setup:<\/strong> we implement an integrated contact center environment with which you manage and measure all channels centrally<\/li>\n<li><strong>AI and Agentic AI:<\/strong> we deploy intelligent assistants that handle questions independently, not just following instructions but also taking initiative, so that employees can focus on complex contacts<\/li>\n<li><strong>Continuous optimization:<\/strong> after implementation, we continue to measure, adjust, and improve based on current data<\/li>\n<\/ul>\n<p>No costly custom solutions that run for years, but a smart combination of proven modules that align with your processes and systems. Do you want to know what your customer contact actually costs per channel and where the greatest savings opportunities lie? <a href=\"https:\/\/pegamento.nl\/en\/contact-us\/\">Contact us<\/a> and we will look at the possibilities together.<\/p>\n<div class=\"wp-block-seoaic-faq-block\">\n    <h2 class=\"seoaic-faq-section-title\">Frequently Asked Questions<\/h2>\n            <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                How often should you recalculate the costs per contact per channel?            <\/h3>\n            <p class=\"seoaic-answer\">\n                Recalculate the costs per contact at least once a quarter, and certainly after major changes such as a new contact center platform, a reorganization, or a significant shift in contact volume. Personnel costs, technology licenses, and contact mixes change continuously, meaning a one-off calculation quickly becomes outdated. By recalculating regularly, you can identify trends in time and adjust your channel choices based on current figures.            <\/p>\n        <\/div>\n                <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                What is a realistic first contact resolution (FCR) percentage per channel?            <\/h3>\n            <p class=\"seoaic-answer\">\n                In the contact center industry, an FCR of 70\u201375% for telephone contact is considered a healthy starting point, but this varies greatly per sector and question type. For chatbots and self-service, a realistic FCR percentage is significantly lower, often between 30\u201360%, depending on the complexity of the questions you send there. Use your own historical data as a reference point and establish a minimum FCR threshold per channel below which a channel is not profitably deployed.            <\/p>\n        <\/div>\n                <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                How do you handle contacts that run through multiple channels before they are resolved?            <\/h3>\n            <p class=\"seoaic-answer\">\n                Assign the costs of a channel-switching contact to the channel where the problem was ultimately resolved, and register the starting channel as the source of the repeat contact. This way you see which channels are structurally failing and sending customers to more expensive alternatives. A good CRM system or contact center platform with omnichannel tracking is essential for this; without that integration, you miss a large part of the actual channel costs.            <\/p>\n        <\/div>\n                <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                Which common mistake should you avoid when comparing channel costs?            <\/h3>\n            <p class=\"seoaic-answer\">\n                The most common mistake is comparing channels based only on direct costs per interaction, without taking the resolution rate and repeat contact behavior into account. A chatbot that costs \u20ac0.50 per interaction but only actually solves 35% of questions is more expensive than an employee who costs \u20ac8 per contact but handles 85% in one go. Always compare channels on costs per solved problem, not on costs per interaction.            <\/p>\n        <\/div>\n                <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                How do you involve internal stakeholders in a channel cost comparison without meeting resistance?            <\/h3>\n            <p class=\"seoaic-answer\">\n                Present the analysis not as a cost-cutting operation, but as a quality and efficiency issue: it is about helping customers better via the right channel, not about replacing employees. Involve team leaders and quality managers early in the process when collecting data, so they feel ownership over the outcomes. Concrete, internally recognized figures work better than industry averages; therefore, use your own data as much as possible as the basis for the conversation.            <\/p>\n        <\/div>\n                <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                Can you also use the costs per contact as a KPI in your regular reports?            <\/h3>\n            <p class=\"seoaic-answer\">\n                Yes, the cost per contact is a valuable operational KPI, provided you always combine it with FCR and customer satisfaction to provide a full picture. Add the cost per contact per channel to your monthly or quarterly report alongside contact volumes and quality scores. Set a target value per channel and monitor deviations actively, so you can identify cost peaks or quality dips early and make adjustments.            <\/p>\n        <\/div>\n                <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                What is the difference between cost per contact and cost to serve, and which do you use when?            <\/h3>\n            <p class=\"seoaic-answer\">\n                Cost per contact measures the costs of a single customer contact moment, while cost to serve includes the total costs of all interactions needed to serve a customer throughout their entire customer journey. Use cost per contact for operational management and short-term channel choices. Use cost to serve when making strategic decisions about customer segments, product pricing, or the design of your entire service model.            <\/p>\n        <\/div>\n        <\/div>\n","protected":false},"excerpt":{"rendered":"<p>Compare customer contact costs per channel fairly, including repeat contact, FCR, and customer satisfaction.<\/p>\n","protected":false},"author":2,"featured_media":37387,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[500],"tags":[],"class_list":["post-37386","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center"],"_links":{"self":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/posts\/37386","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/comments?post=37386"}],"version-history":[{"count":1,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/posts\/37386\/revisions"}],"predecessor-version":[{"id":37388,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/posts\/37386\/revisions\/37388"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/media\/37387"}],"wp:attachment":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/media?parent=37386"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/categories?post=37386"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/tags?post=37386"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}