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Beyond Cost Per Contact
A total-value framework — covering escalation rate, retention, and management overhead — for evaluating outsourced support partners beyond the headline rate.
Overview
This whitepaper argues that cost per contact alone is a poor predictor of outsourcing success, and proposes a 5-dimension total-value framework — cost, first-contact resolution, escalation rate, agent retention, and management overhead — for comparing vendors on what actually determines partnership ROI.
Key Takeaways
A worked example showing how a lower headline rate can produce a higher true total cost.
The 5-dimension framework: cost per contact, FCR, escalation rate, retention, and management overhead.
Specific questions to ask vendors to build an apples-to-apples total-value comparison.
Target Audience
Procurement leads, CFOs, and operations leaders building a vendor comparison for outsourced support.
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