Delhi - Heart Of India

($1 = 66.73 Indian rupees) (Reporting by Rina Chandran, editing by Tim Pearce. Please credit the Thomson Reuters Foundation, the charitable arm of Thomson Reuters, that covers humanitarian news, women's rights, trafficking, corruption and climate change. Visit website to see more stories.)

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Cost per call is one of the most usual and most important performance metric when looking at and evaluating performance of call center operations. That is because in all businesses, of course, expenses would be among the most crucial factors to look at when computing profits. Call centers are no different from traditional businesses in that sense. That is because call centers must also first and foremost give ample consideration to the costs incurred when making calls to customers so that comparison with actual revenues can be made.

The 2012 incident sparked nationwide protests and stricter rape legislation. Still, India reported 337,922 crimes against women in 2014, including more than 36,000 rapes, a 9 percent increase from the previous year.

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To cater to this large and versatile population of the city, there are several service providers who provide different types of services that are required for a convenient and comfortable living. For instance, if you are looking for some good garment shops in Gurgaon, you will find many shops and showroom offering variety of clothes. From these garment shops in Gurgaon, you can purchase clothes of your choice and tastes; from rural to traditional to designer stuff.

Because of that, cost per call is widely considered as the foundation of all key performance indicators in a call center business. Costs or expenses on labor like wages, employee benefits, and payments to incentives, and costs for contractors should be given much leverage. That is because it has been found that in any call center business; about 67% of overall costs are accounted for labor. Therefore, it is certain that costs on labor are indeed the biggest factor that should be reduced if the company is aiming to lean or trim cost per call. Of course, all call center operations should strive very hard to lower total cost per call so that profits could be maximized and efficiency be made better.

Ensuring labor efficiency is one way on how high costs per call can be offset. By that, agent utilization should be made ideal. If there is a high agent utilization rate, it follows that there would be low cost per call. And that for all call center operations would be optimal. So how would firms ensure there is labor efficiency? By looking at and focusing at the rate of calls each call center agent makes per hour or per day, the productivity could easily be determined. The more calls agents make per hour or per day, the more productive they become. Some call centers even set quotas per day that should be reached by agents. However, one pitfall of this is the possibility that quality of calls can be compromised because agents are on the rush to beat call caps.

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