What approach would decrease the cost per call in a contact center?

Reducing the average handle time is an effective approach to decrease the cost per call in a contact center. When representatives spend less time on each call while still resolving customer issues effectively, the center can handle a larger volume of calls within the same timeframe. This efficiency not only increases productivity but also minimizes operational costs, as resources can be allocated to serve more customers without needing to expand the workforce or other related expenses.

Focusing on reducing average handle time can be accomplished through various methods, such as improving agent training, streamlining processes, implementing better technology, and encouraging the use of knowledge bases that allow agents to quickly access information and resolve customer inquiries with minimal delay. Ultimately, a well-managed reduction in handle time helps maintain customer satisfaction while lowering the costs associated with each call.