Call Center Services & Pricing Guide – Expenses Explained

Whenever a new client decides to outsource to any offshore call center, the question about pricing arises. Call center prices usually depend on multiple factors. If you are looking for someone to help you calculate the cost of your services in a call center, then continue reading to find out.

So, without further ado, let’s get started.

Types of Call Centers

A call center’s services can be classified into two categories: inbound and outbound.

First, you have to decide on the criteria fitting your business. The prices will also differ based on your requirements, primarily due to the differences in the tools and technologies each require, the executives’ expertise levels, call times, etc. Knowing them will help you calculate the overall cost with more accuracy.

Inbound

If you are a company that provides technical support, answers queries, manages customer accounts, solves customer complaints, and processes orders, You need to contact a call center for inbound services. Here, calls are initiated by the customers.

Inbound agents are more proficient and better trained to satisfy all customers’ needs and serve them best.

Outbound

Outbound agents call the prospects only to convince them to buy products/services.

Outbound call center agents are the go-to people for telemarketing, generating leads, emailing, following-up, and setting appointment. They are the salespeople.

Pricing Factors for Hiring a Call Center -

There are certain factors that determine the costs associated with running a call center:

• Time spent on the phone (both incoming and outgoing)
• The quantity and quality of call center agents
• The call center’s location
• Vendors: outsourced vs. in-house
• Quality assurance, e.g., is a type of support worker (QA).
• Agents are trained on a regular basis.
• Management of human resources (hiring and replacing call center staff)
• The cost of the facility (call center types)
• The cost of infrastructure and equipment

Call Center Pricing (Inbound & Outbound) -

For Inbound Services

Inbound call center pricing for inbound services is determined using three different criteria: shared, dedicated, and monthly.

Shared

The call center agents get paid based on the number of inbound calls they answer per minute. Usually, they answer calls for dozens of clients.

Internationally, the payout ranges from $0.35-0.45 to $0.75-0.85 in the United States and Canada.

Dedicated

The agents will answer calls for only one client. Basically, on an hourly basis, it costs around $22–$30 in Canada and the United States, and $8–$15 elsewhere.

Monthly

This service is identical to dedicated contact center support, however, the payment scheme is monthly. Usually, the client and the call center fixate on a price through negotiation. Although monthly inbound service exists, it is not common in the United States or Western Europe.

For Outbound Services

Outbound call center expenses are usually determined by the company’s location and the services their clients demand.

They take payments either hourly, commission-basis, or hourly + commission.

Hourly Rates

Outbound call centers frequently charge by the minute or the hour, with rates ranging from $5 to $50 per hour depending on the region you choose as the outsourced partner. In India, the Philippines, and Bangladesh, the service charges range between $8 to $15 per hour.

In Eastern Europe and Latin America, call center services charges range between $9 to $14 per hour; whereas, in the US, Canada, the UK, and Germany, the pricing starts at $22 to $32 per hour.

If you need any special support from a call center, the centers in western countries will generally range between $35 to $50.

Commission-Based

The outbound call centers generally accept commission-basis compensation for some specific services. You will pay them at least 10 to 20% commission on every sale of your products/services.

Hourly + Commission

You pay by the hour and pay the salesperson a percentage of their sales incurred due to a set profit margin. These payment methods are effective for maximizing performance.

What Is Pay-Per-Performance?

Pay-per-performance is an efficient method for both inbound and outbound service offerings. As we can understand from the name, the pay-per-performance pricing model depends on the actions of a call center.

The introductory price of your required service will mostly depend on your dealings with the center, which generally depend on the number of calls or any other duties you both decide or agree upon.

Call Center Service Pricing In 2022 -

Now that you understand call center pricing policies, let’s dig deeper into the average outsourced call center price by area.

Region Outsourced Call Center Pricing (per hour)

• The United States/Canada $20–$30
• Western Europe $40 + Eastern Europe $12–$25
• Australia $35–$55
• Africa/Middle East $15–$20
• Latin America $8–$18
• Asia/Philippines $8–$14; India $6–$10; Bangladesh $5-$10

Final Thoughts on Call Center Services Pricing:

It’s crucial to understand call center service pricing properly for new business owners or individuals looking to outsourcing their services to a call center. Although the pricing of your outsourced call center services mostly depend on your service requirements, and the region you choose to outsource to, it’s better to keep the afore-mentioned pricing details in mind while selecting your outsourced partner.