Blog Post

How Much Does It Cost to Outsource Customer Service?

First of all, the customer service outsourcing cost depends on the geo. Consider the following rates: United States/Canada: $20 – $30 per hour, Australia: $35 – $55 per hour, as well as Western Europe: $40+ per hour, Eastern Europe: $12 – $25 per hour and Asia: $9 – $15.

So, we can say that the average cost to outsource customer service is between $10 and $50, depending on the geo with Australia being the most expensive and Asia the least one. However, the provider’s location is not the only thing that impacts the rates. Let’s dive in to further investigate the differences in that price rate and the reasons behind.

Call Center Outsourcing Costs and Pricing Plans

We have analyzed some of the top outsourcing providers to have a clear and accurate call center pricing guide. To better understand the difference between costs and plans let’s compare the most expensive market with the least one.

Average Agent Salary and the Timing Needed

Despite an average agent salary of $15 per hour within the industry, the overall call center costs in the most expensive geos can escalate to approximately $35-$55 per hour, inclusive of payroll taxes and $9 – $15 to with regard to the lowest pricing models.

Moreover, agent salaries, spanning $1,000 to $10,00 per month, factor in hourly rates of $13-$18, based on a 40-hour workweek. These figures may not account for overtime during holidays and peak seasons, which are often twice the normal rates. As a result, in some cases, you might come up with a monthly expenditure of $13,000-$17,000 by the end of the initial month.

Shared or Dedicated Teams

You can choose between a shared team and a dedicated one. There is a service cost per agent, typically ranging from $150 to $1000 per month per agent, irrespective of call volume. This fee may include support channels like social media and chat, as well as language-related expenses, such as Spanish or Dutch. So, your shared team might consist of 1-3 agents that would cost you $750- $3000.

A dedicated team means that you have a team specially devoted to your project. That will cost you more, but you will get more as well: more expertise within the product/project, the Team Lead that knows what your customers need, and etc. An average dedicated team would cost you around $3500 or more. A dedicated team comes with better upselling and cross-selling opportunities: Proper engagement will make your customers feel appreciated and thus more likely to add to or upgrade their orders.

By the way, there’s also a good thing here: if you outsource, you do not need to additionally pay for the management, hiring, training, and onboarding of your new agents.

An Hourly Rate of a Call Center

In most cases, the average cost per call equals $1 per minute. The price depends on various fees, such as indirect labor expenses. Thus, a thousand 5-minute calls will cost around five thousand dollars. The amount of money your company invests in an outsourced call center affects the fee per call/minute.

Analyzing inbound outsourced call center pricing, you can find rates from $0.50–$1.75 per minute, depending on the country where the service provider operates and the type of service you require ( technical support, order processing, healthcare advice, etc.). Many call center companies offer flat-rate packages based on expected usage, such as 1,000 minutes for $1,100 (which comes out as $1.10 per minute).

Typically, the more minutes included in the plan, the lower the cost per minute. On the other hand, outbound call center prices often charge by the hour, ranging widely from $10–$50 per hour. Outsourced agents receive the proper training and knowledge about the product or service and often speak different languages.

So, How Much Does it Cost to Outsource a Call Center?

To answer this question we need to take a closer look at the key variables that impact the pricing with regard to our service because it’s not only the time of the call that counts or it might not count that much.

Variables affecting the price at WOW24-7

We already know, the pricing greatly depends on your particular needs. You can choose between Shared or Dedicated bundles with regard to the number of interactions your project requires. Apart from the number of interactions, there are some other variables that impact the outsourced call center pricing. They are:

Expected agent schedule (business hours or 24/7 coverage)
Languages (one or multiple languages)
Required services (customer support, call center, operational support, and etc.)
Industry and the level of complexity required (L1 or L2 support)

When it comes to WOW24-7, our pricing not only aligns with industry averages but excels in providing exceptional value. With rates more competitive than the industry standard, we offer a cost-effective solution without compromising quality.

But what truly sets us apart is the flexibility we are offering to our customers. You can have only one service, be it call center or customer support, or email support. Unlike others, where you are obliged to get the whole package, in WOW24-7, you can select only what you need and when you actually need it.

For instance, if you are a retail fashion brand, you know that you have seasonal spikes and you would need assistance during these peak seasons, but after that, you don’t need that big amount of agents. WOW24-7 lets you pay for a scalable team, one month it might consist of 2 agents and the other of 15 and back again.

Final Thoughts

The outsourced customer service cost is something that is not fixed because it depends on a number of factors, such as location, languages, number of interactions required, expertise, industry, and so on. But the main idea is to pay only for what you actually need. Do not spend more, pay only for the services required.

At WOW24-7, you have this flexible possibility. Expanding to the new markets and need some Dutch or German-speaking agents? Some spikes expected? No problem, we’ll have those agents and we can double your team? Don’t need so many agents anymore? We’ll cut your team.

So, if you are looking for a reasonable solution to cover your call or contact center business needs – contact us!