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How to Calculate Cost per Sale for a Call Center

Posted by Ahmed Macklai on Jun 21, 2017 7:30:00 AM

How to Calculate Cost per Sale for a Call Center

One of the key factors to calculating your profits is calculating your cost per sale. Unless you know what it’s costing you to make a sale, you can’t adequately get a grip on what kind of profit you are making. A number of factors go into calculating that cost. At the baseline you have your facilities costs such as rent and utilities. Above that you have your payroll costs, including costs for bookkeepers and payroll service. Finally you have your telco charges and the costs that you are paying to obtain leads for your agents to call. All of these factor in to the cost per call, and are multiplied over the number of agents, and measured against the number of sales that result.


One of the factors in operating an outbound sales call center is figuring out how many calls on average it takes to close the sale. Need to know what your agents are doing, how they are being supervised, how good your leads sources are, and when to change things up. In order to do that you need to have a very potent set of analytics on board with your call-center software. These programs are a lot like Google analytics in that they analyze the type of “traffic” that your center is generating. You need the information that they gather so that you can better understand what is going on in your talk time. Working with a front to back solution that gives you and your agents a number of tools to effectively analyze the data generated from each call is a must.


The roughest formula to calculate cost per sale is to divide your total cost for operating your business by your total sales. In other words, every expense as outgoing dollars, divided by incoming dollars. You have to price your products profitably enough to clear your expenses and invest more in the growth of the business. While getting to market quickly has its virtues, without doing market research, accurately targeting your marketing campaigns, and keeping your prices too low, you could find yourself thinking instead of sailing. It’s a given fact that most businesses fail before they’re five years old due to a variety of factors; reducing your risks by gathering all the information you can, and putting it to use can keep you outside the odds.


Your call-center software doesn’t just need to tell you when and where to call, it needs to tell you about the outcome of those calls. You need to be able to use the data generated by every dial in order to judge your company’s performance adequately, and accurately. By implementing ChaseData call-center solutions, you will be able to – once your leads are correctly entered – have access to advanced analytics powered by Microsoft BI. This analytics program allows to visualize the data you need to keep your operation running smoothly and profitably. Give us a call and ask about our free trial today, and you’ll have it up and running in 24 hours.


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Topics: Call Center Management

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