Cost per contact calculator

Build a fully loaded cost per contact for your operation: agent labour, team leader labour, per-seat technology, property, and senior management overhead, all divided across the contacts handled. Companion to Understanding contact centre finance.

Headline result

£—

fully loaded cost per contact · edit inputs below to refresh

Annual total cost

£—

Agent FTE required

—

TL count

—

Labour % of total

—

A. Volume & productivity

Annual contact volume

Average handle time (seconds)

Target occupancy (%)

Productive talk + ACW time as % of available-on-phone time.

Shrinkage (%)

Off-phone time: leave, breaks, training, absence.

Hours per agent per week

Weeks per year

B. Agent & team leader cost

Fully loaded cost per agent (£/yr)

Salary + employer NI + pension + bonus + benefits. See attrition calc for build-up.

TL : agent ratio (1 to)

Fully loaded cost per TL (£/yr)

Real-time / WFM analyst (£/yr per 100 FTE)

One analyst per 100 agents is a common ratio.

C. Technology, property & overhead

Per-seat figures cover both agents and team leaders. UK benchmarks shown as defaults.

Per-seat technology (£/seat/yr)

CCaaS, WFM, CRM, quality, headset licences.

Telephony / carriage (£ per contact)

Variable cost per call/contact (UK voice ~ £0.02-£0.08).

Property cost (£/seat/yr)

Rent, utilities, cleaning, security, fit-out depreciation.

Senior management & central overhead (£/seat/yr)

Senior managers, HR, finance, IT infrastructure.

Cost breakdown

Component	Annual £	£ per contact	% of total
Total	—	—	100.0%

What CPC really tells you. Cost per contact is most useful as a trend metric and a benchmark. The absolute number depends heavily on what is in scope (does it include senior management? property? technology amortisation?), so two operations quoting different CPCs are often using different definitions. Use this calculator to make your own scope explicit, then compare it like-for-like against benchmark sources or against your own number over time.