When you run a business with customers, your product or service will also need to deliver customer support. You'll answer questions, accept returns or conduct exchanges. The key to staying in business is keeping your costs of servicng below the prices you sell your products or services for. Contact center efficiiencies are best quantified as the cost per unit. Some examples in the credit card industry or retail banking industry are "cost per account". This metric is the 'all-in' cost to service a single unit of your product or service. A great estimate for this cost is the cost per call in your Contact Center to answer the phones, emails and SMS servicing communications for your customer base.