$200 if through a staffing
software if needed
(6.9 times lower)
At some stage of development and growth, every business identifies a need for building a support solution to address customer requests quickly and professionally, ensure customer satisfaction, and maintain a positive image of the company.
But what aspects does a company need to note before, during, and after hiring support agents? For any business, the cost of building support services matters a lot, and it’s okay to seek advice on the subject.
Here are the 5 main things a company needs to take into account and the costs involved:
First of all, figure out how many customer support agents the business needs. If one support agent can deal with customer requests, that’s great. Or maybe you need a support team working 24/7/365.
Resources cost (on average in the US):
Onboarding and training of the support team is a must. It is possible to either take care of it by yourself or hire a manager/ team lead for onboarding and systematic training. If there’s a support team needed and not one agent, it is worth hiring an experienced team lead to manage support resources.
Training cost (on average in the US):
An in-house support team? They need an office. Obviously, it is also needed to supply support agents with computers, phones, internet access, software needed for work, etc. Don’t forget that a kitchen and office supplies are also necessities. All these, of course, come at an additional cost.
Then, one can hire a remote team, you may say. Awesome, this will allow for saving costs on the office rental. Still, you will inevitably spend money on software and internet access needed, as well as time-tracking apps and data security tools. Apart from the fact that it is more complicated to manage a remote support team compared to an in-house one, it costs some bucks, too.
Office rental cost (on average in the US): $4,194+ per employee per year
Technology costs (on average in the US): $1,750+ per employee per year
Office supplies (on average in the US): $200+ per employee annually
Every business grows, and so the support team will do. Thus, there’s a need for planning a budget for scaling up. If it is a seasonal business, think about scaling up and down. Besides human resources, it includes office space optimization, additional hardware, software.
If you already know that the company will need scalable support resources, build the support team accordingly from the very beginning.
Additional recruiting cost (on average in the US):
When analyzing the performance of the in-house or remote support team, there will always be areas that need improvements. Refresher courses come at an additional cost. Still, investing in human capital is more profitable than recruiting and training a new worker.
Refresher training (on average in the US):
Total (on average in the US):
As you can see, hiring a support agent or team comes at a cost and a lot of effort. However, there’s a solution to all the worries, namely outsourcing support services to a reliable company.
Here are the costs of hiring one customer support agent in-house vs. outsourcing them to another country with more affordable rates to compare:
The bigger the support team a business needs, the more cost-effective it is to outsource support services to a reliable provider:
Therefore, whether a company needs a support agent working business hours or a customer care team available 24/7/365, it is definitely worth considering outsourcing support resources.
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