The end deliverable of this project is market research regarding cost per call for call centers.
Ultimately, I am looking for the cost benchmarks for the industry. The following article is at the core of what I am looking for
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-The research will site data for reference
-The research will be in a structured form (Ideally a word document and a synthesized PowerPoint).
-The research will compare call center cost per call
-The research will translate cost per call into a per second rate and compare across 30, 60,90 and 120 seconds
-The research will provide cost per call for different industries and compare and contrast
-The research will compare at a high level what the cost of different modalities are (Phone, web self service, IVR, other)
-The research will focus on the QSR and retail industries (where data can be derived)