Call center is often more -effective compared to hiring in-house staff. The labor costs alone tend to be significantly less. However, also brings increased efficiency and many other advantages that add to the value of .
So, how much does it cost to outsource a call center? The answer depends on a variety of criteria, including the size of the call center, the required training, and more. Here is a closer look at call center to help you make an informed choice when selecting a processing ( ) .
What Factors Influence the Cost of Outsourcing a Call Center?
The of depends largely on:
● Call volume
● Type of call center services
The call volume refers to the expected number of calls. A higher call volume requires more agents, infrastructure, and technology, which increases the . Hiring dozens of employees costs more compared to hiring just a few.
Small call centers tend to have 5 to 10 agents. A medium call center may require 30 to 50 agents. At Digital Minds , we assess your call volume to determine the ideal size, which increases the potential of your call center. You do not pay for agents that you do not need.
Types of Call Center Outsourcing Services
The three main categories of BPO call centers include , , and automated. Each category includes a variety of services that may require different skills, software, and costs.
- Chat support
- Tech support
- Order processing
- Help desk services
call centers involve having the agents call customers or leads. Examples of call center services include:
- Appointment setting
- Event registration
- Market research
call centers tend to more due to the skill level and knowledge needed. Call centers that require specialized training may require more experienced staff, which often results in higher hourly rates.
For example, services tend to more compared to answering services, as you require a dedicated, specialized group to successfully generate leads. However, the costs also depend on the structure.
Inbound Call Center Outsourcing Costs
call center services often use different structures. With an call center, the services may be priced using one of the following options: and
Shared call center services offer the lowest costs, as you pay a per-minute rate. With shared services, you share a team of agents with . Your costs are based on the time that agents spend answering your instead of an , which reduces the total .
Shared services are ideal for those with limited call volumes. If you do not anticipate a lot of activity, you may not need a dedicated team of agents. Dedicated services provide agents who work exclusively for your . The call center does not field calls for other clients. Instead of paying a per-minute rate, you pay an .
Call centers may also offer monthly or sometimes referred to as FTE or Full Time rate. A monthly plan or FTE is used for dedicated call centers with steady, predictable call volumes. You often save compared to the .
Outbound Call Center Outsourcing Costs
call center services such as and appointment setting may use one of the following structures:
● Hourly and commission
services are often charged based on an . Depending on the region, you may pay anywhere between $5 and $55 per hour for .
Some call center proposals may work better with a commission-based structure. A commission structure gives agents more incentive to produce results. However, this may also require a premium over the normal to offset the risk of not receiving pay due to not earning any commissions.
You may also arrange a sales agents. structure that includes an plus a commission. Offering an and incentive often helps optimize the performance of
Domestic vs. Offshore Call Centers for Outsourcing
If you live in the United States, Europe, or Australia, you are likely to save on when to another country. These regions tend to have higher hourly rates for compared to countries throughout Latin America, Africa, and Asia.
What Is the Best Region for Contact Center Outsourcing?
Examine the average pay rate of outsourced labor in different regions to estimate your potential savings. The following figures are based on the average for each region:
● United States: $22 to $35
● Australia: $35 to $55
● United Kingdom: $25
● Africa: $15 to $20
● Latin America: $10 to $18
● The Philippines: $6 to $8
● India: $5 to $9
The lowest price does not always offer the best value. When to another country, it is important to select a region that aligns with your requirements.
English-speaking businesses often turn to the Philippines for reliable . Agents in the Philippines have a natural understanding of the English language and all its nuances. solutions
The demand for dependable call center has led to a growing talent pool of qualified agents in the Philippines. There is no shortage of agents available to meet your specific needs, no matter the size of the contact center.
How to Calculate the Value of Outsourcing Call Center Services
keeps you from paying for non-productive agent time, such as breaks and wait time. Costs such as quality assurance, management, infrastructure, and HR support are included in the agent’s .
To estimate the value of call center with four representatives. , you first need to define the function that you are considering . For example, you may plan on an
Next, determine how much it would to carry out the same function using in-house staff. Total the direct costs of hiring labor for an in-house contact center, including salaries, training, supplies, equipment, and office space.
After calculating the potential costs for an in-house call center, work with a reliable partner to explore . The quote that you receive for the contract will likely provide considerable savings compared to in-house costs.
Keep in mind that hiring in-house involves different costs compared to . For each in-house , you need to consider the of management, hiring, training, benefits, insurance, and facilities. The general rule is to multiply the base hourly wage of an in-house by 2-2.5.
For example, if you pay an agent $14 per hour, your true for that is likely between $28 and $35 per hour. Compare that to the average in the Philippines of $6 to $8.
In this example, the employer saves a minimum of $20 per hour per agent. That equals $800 or more in savings across a 40-hour workweek. In a 10-person call center, the employer would save $8000 or more per week.
Why Is Outsourced Call Center Pricing More Affordable?
The of varies greatly between providers and regions. Yet, almost always delivers a more affordable option compared to an in-house contact center. Here are a few of the reasons why consistently provides better :
● No infrastructure
● No idle time
● Faster onboarding
● Lower costs of living
Setting up an in-house call center comes with infrastructure costs. You may need to obtain additional office space or real estate. The call center will also require computers, telephone equipment, hardware, and software. You may even need to hire additional to keep the contact center running smoothly.
You also pay in-house staff for idle time. Employees are not productive 100% of the time. One study estimated that the average office worker wastes about 90 minutes of paid time each day. When you outsource, you only pay for productive time instead of paying for employees to chat with coworkers or take long bathroom breaks.
In-house staff often require training to understand their job duties and call center operations. Outsourced teams are already experienced with call center services, resulting in less training and faster onboarding.
to another region may also result in savings due to lower costs of living. The United States, Australia, and Europe have some of the highest living costs, which results in higher pay rates.
Choosing the Right Outsourcing Provider
The that you choose has a large impact on call center . At Digital Minds , we work with our clients to develop solutions that result in the greatest .
The appointment setting, telemarketing, and customer service team at a fraction of the cost. of your outsourced call center should depend on your specific needs and requirements. Contact the team at Digital Minds to explore the benefits of your . Hire your own
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