Deliver Your News to the World Announces New Research Insight Report on Cost Per Contact for Phone and E-mail Support Channels


Santa Barbara, CA, April 07, 2010 - (, an online resource dedicated to enabling organizations to deliver world-class customer service and support, announced the results of a new Research Insight report on the topic of Cost Per Contact for Phone and E-mail Support Channels. surveyed its members - senior level service and support professionals - in March 2010 and over 50 people responded.

Key findings include:

- Nearly 70% of respondents report that the cost per for the phone channel is $24 or less at level 1.

- 54% of respondents report their cost per e-mail for Level 1 is less than $10.

- As with any support channel, escalating to Level 2 is going to be more expensive, and this rings true with both the phone and e-mail channels.

The full report is available for free to all members. Visitors can also view and excerpt of the data at

“One question on the minds of many support professionals is how their organization’s support costs measure up to what other’s are achieving,” said Carolyn Healey, Publisher, “This Research Insight report provides valuable data for support organizations to benchmark their cost per contact against what others are reporting.” ( offers support professionals free membership, which gives them access to breaking news, research and tools to help them meet the high expectations of their customers and the needs of their employees. Members are senior-level professionals responsible for the help desk, customer support operation or overall IT operations for their company.


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 Cost Per E-Mail
 Cost Per Support Channel
 Support Center Benchmarks
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