What does the cost per incident measure?

The cost per incident is a metric used to evaluate the cost-effectiveness of a support center by calculating the total cost associated with handling each individual incident. This includes all expenses incurred throughout the lifecycle of addressing a customer's issue, such as personnel costs, software and hardware expenses, and operational overheads. By measuring the cost per incident, organizations can assess how efficiently they are managing their resources in relation to the volume of incidents they handle. This metric is essential for identifying opportunities for improving operational efficiencies, reducing costs, and ultimately enhancing the quality of service provided to customers. Therefore, selecting the measure of cost-effectiveness captures the overarching goal of the support center: to deliver quality support while managing costs effectively.