What is cost per acquisition (CPA) in an outbound call center?

Cost per acquisition (CPA) is a metric that measures the total cost required to generate a customer or successful conversion through outbound efforts. It is calculated by dividing total campaign costs by the number of conversions or sales. CPA helps organizations understand how efficiently their outbound operations turn activity into revenue. Lower CPA indicates more cost-effective performance, while higher CPA may signal issues with targeting, contact rates, or conversion effectiveness.