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Call Center Services Pricing Guide – Expenses Explained

Musnad E Ahmed

Musnad E Ahmed

Last modified on July 12, 2022

Call Center Services Pricing Guide – Expenses Explained

Whenever a new client decides to outsource their work to a call center, one of the most crucial questions about pricing arises. Call center pricing usually depends on a lot of factors. If you are looking for someone to help you calculate the cost of your service needs in a call center, we are here to help.

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

Types of Call Centers

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

First, you have to decide which criteria fit your business the most. The pricing also differs between these two types. There are differences in the tools and technologies they use, the executives’ expertise levels, call times, etc. Knowing them will help you calculate and determine the overall cost.

Call Center Types

Inbound

If you are a company that provides technical support, answers queries, manages customer accounts, receives customer complaints, and processes orders, You need to contact a call center for their 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 customers and convince them to make a sale. Outbound call center agents are the go-to people for telemarketing, lead generation, email follow-up, and appointment setting. They are the salespeople.

Pricing Factors for Call Center Services

There are various factors that influence determining the cost of a call center service:

  • 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, for example, 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.

Inbound call center

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, but the payment method is monthly. Usually, the client and the call center fix pricing 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 you demand. They take payments based on three different types: hourly, commission, and hourly + commission.

Outbound Call Center

Hourly

Outbound call centers frequently charge by the minute or the hour, with rates ranging from $5 to $50 per hour depending on which region you choose to outsource. In India, the Philippines, and Bangladesh, the service charge ranges from $8 to $15 per hour.

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

If you need any specialized service from a call center, the centers in western countries will probably charge $35 to $50.

Commission Based

The outbound call centers take a commission-based payment for some specific services. You will pay them at least 10 to 20% commission per hour from the service benefits they are getting.

Hourly+ Commission

You pay by the hour and pay the salesperson a percentage of their sales or profit margin. These types of payment methods are very 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 basically depends on the actions performed by a call center.

The introductory price of your required service will mostly depend on your dealings with the center. It may depend on the number of calls or any other action you both decide and agree on.

Call Center Service Pricing In 2022

Pricing for Call Center

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

RegionOutsourced 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 forward to outsourcing their service to a call center.

Although the pricing of your outsourced call center services mostly depends on your service needs, requirements, and the region you choose to outsource to, it’s better to keep the above-mentioned pricing details in mind while selecting an outsourcing partner.

Sales organization and business process outsourcing specialist with over 15 years experience in building and running highly efficient sales and customer support organizations, and in providing board and project level consulting to the sales and service organizations of leading companies all over the globe. Developed and implemented staffing strategies and programs that improved operational outcomes and maximized the available staff resources. Specializes in client experience, business process re-engineering, business requirements development, contact center optimization, customer relationship Management, staff training and otivation, and organizational analysis. Has led multiple teams in the successful development and implementation of new business models in BPO industries.

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