Gartner Research

Understanding the 'Cost' in Cost per Contact

Published: 11 April 2011

ID: G00211793

Analyst(s): Jarod Greene, Beth Huddleston


Service desk managers struggle with producing a clear picture of support costs. Cost per contact is a fundamental method to encapsulate the components of cost, which is essential to managing costs effectively.

Table Of Contents
  • Overview


  • Defining CPC
  • Calculating CPC
  • Costs Impacting CPC
    • Personnel Costs
    • Occupancy Costs
    • Software Costs
    • Hardware Costs
    • Connectivity Costs
  • Bottom Line

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