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Call Center Services Buyer's Guide - Pricing

Call Center Services Buyer's Guide - Pricing

Published: 03/27/2011

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Pricing

Pricing call center services is fairly complex. The bulk of the cost is per‐minute or per‐hour fees for each agent or call, depending on how your contract is structured. The complexity of your script, volume of your calls, and any special services you require will also come into play. In addition, pricing can vary according to quality: call centers that employ highly skilled, experienced agents have higher costs and therefore charge higher prices.

 

 

When contracting for call center services, you can usually choose between shared or dedicated agents. Shared agents, also known as blended teams, handle calls from multiple vendors. They may answer the phone for you one minute, and for some other company halfway around the world the next. With the right software and training, this approach works well for many common types of calls. Typically you pay between $0.50 and $1.00 per minute.

 

 

Dedicated agents work only for you – almost like an off‐site employee. By concentrating only on your calls, the agents are better able to learn your business. Pricing is per agent per hour, and can range from $10 or less for the lowest‐ priced offshore companies to $25 and up for larger U.S.‐based firms. This gives you agents who are more knowledgeable about your company’s products, but is more expensive overall.

 

 

There are many other fees to consider beyond the basic charges. Many providers enforce monthly minimums, which can drive up your costs if your volume fluctuates unpredictably. You should also expect a setup fee of up to several thousand dollars. Other costs, such as additional commissions, training, programming, and reporting fees, may be covered by your per minute or per hour charges – or may not. Make sure the provider spells out exactly what additional charges you will need to pay before signing a contract.