What is the primary business impact metric for telecom and utilities?

• A. Cost per contact
• B. Net promoter score
• C. Average handle time
• D. Revenue per user

Answer: (A)

Reducing the cost to handle each customer interaction is the most meaningful business impact in telecom and utilities. These industries process enormous volumes of inquiries, so even small efficiency gains multiply into big savings and better margins. Cost per contact captures the total expense of supporting a single interaction—staffing, channels, tools, and overhead—making it a direct lever for profitability. While customer sentiment (NPS), operational speed (average handle time), and revenue per user matter for experience and growth, they don’t translate as immediately into profit when scaled across millions of contacts. Focus on automation, self-service, and smarter routing to lower cost per contact and strengthen the business case for tech investments.