Call Center Pricing

Call Center Outsourcing Costs

Call center pricing is certainly a very important factor in the effectiveness of any outsourcing effort.  Many variables such as location, agency size, skill level, languages, and the number of seats influence the call center price quotes provided by our partners. These items have a huge variance and can affect call center proposals by up to 50%.  Team WCC is ready to help each new client understand these factors and secure the lowest possible call center rates for their specific application.  

Our Senior Advisors shared the following call center prices seen recently based on the major service types and locations:

A. Inbound: 

Inbound call center services tend to be priced in three different ways:

  • Shared – “Shared Inbound” is defined as services in which a pool of agents generally answer calls for a couple dozen clients.  The client then pays only for the time used on a per-minute basis.   These rates range from $.35-$.55/minute at low cost international agencies to $.75-$1.25/minute in the US/Canada. Shared services are ideal for applications with wild volume swings or low overall activity.
  • Dedicated – This type of service involves a dedicated group of agents that handle calls exclusively for one client.  Our call centers typically price this service on a per-hour basis.  These rates generally range from $8-$15 internationally to $27-$35 in the US/Canada for standard agents. Dedicated services are ideal for complicated applications or when the volume is significant and predictable.
  • Monthly – This type of call center pricing is basically a subset of dedicated services.  It simply compiles the service into a monthly rate instead of an hourly rate.  Many low-cost international call centers offer this type of pricing.  However, it is rare to find it in North America or Europe.

B. Outbound: 

Outbound call center services are typically priced as follows:

  • Hourly – Call center price quotes from our agencies will typically include hourly rates for outbound sales, lead generation, and appointment setting.  Rates generally vary based on the location of the agency.  Smaller agencies in India or The Philippines normally charge from $8-$11 per hour.  Furthermore, call centers in Eastern Europe or Latin America normally feature rates from $10-$15/hour.  Finally, call centers in mature western countries (like the US, UK, Germany & Canada) typically charge $28-$38.   Very specialized, high-level agencies in these countries can will typically provide call center pricing in the $40-$55 per hour range.
  • Commission – On certain sales or lead generation applications, a full commission structure makes sense for both parties involved.  The amount of commission is completely dependent on the situation.   However, the amount earned per hour by the call center should provide at least a 10% to 20% premium over their normal hourly rates to account for the additional risk to the call center.
  • Hourly + Commission – This might actually be our favorite call center pricing structure for sales programs. Just like you pay an internal salesperson in this manner, a combination structure provides that both parties have “skin in the game” and often works quite well to maximize performance. 

C. Location: 

The single largest call center cost variable is location.  Therefore, selecting a call center located in the US or Europe versus India or Latin America will have a huge impact on your call center prices.  Here is a general guideline to call center price quotes by geographic location:

While cost reduction is a significant motivation for outsourcing, focusing solely on the cheapest option may compromise service quality. Customer satisfaction and retention are directly impacted by call center performance. Striking the right balance between cost and quality is crucial for long-term success. Businesses should consider their unique requirements, customer expectations, and the reputation of the outsourcing provider before finalizing a pricing model.

In conclusion, call center outsourcing pricing varies based on a multitude of factors. It’s essential for businesses to evaluate their specific needs, consider the expertise and reputation of potential outsourcing partners, and negotiate a pricing model that aligns with their budgetary constraints while maintaining the desired level of service quality. By making informed decisions, businesses can leverage call center outsourcing as a powerful tool to enhance customer support and overall operational efficiency.

Hire Proven Call Centers Today…

Are you ready to get customized call center proposals for your application or campaign?  Please call +719.368.8393 or complete our online form to allow our team to analyze your needs, discuss the options, and introduce you to the best 4-5 agencies for your application.

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