Call centers price their services in a myriad of ways, but the two primary cost structures are “per hour” and “per minute”. Outbound call programs are typically priced per hour. Inbound call handling programs are priced hourly if the team of call center agents are dedicated to the client, or per minute if the call center agents are shared with other clients. In this article, I’ll share how to calculate call center outsourcing cost for outbound calls.
Outbound call center outsourcing cost
There are typically 4 different components that you will see on a call center invoice.
Making the determination on whether you should use or continue to use an in-house call center versus an outsource call center is no small decision. I’ve found that there are three primary factors that should be considered as you evaluate call center options, and whether a teleservices program would be best suited for an internal department or outsourced. Continue reading →
In the world of call center outsourcing, there are many things that are going to factor heavily in deciding which contact call center to use for inbound call handling. Those factors are going to include things like location, agent quality, experience, facilities, likability of management staff, as well as several other factors. Certainly, one of those things is going to be price.
Now, as it pertains to price and before diving into models and numbers, it’s important to note a couple of things. First, these models and prices are for domestic inbound programs being conducted in domestic contact call centers. You can utilize offshoring for call center outsourcing if you are looking for the best prices, but there are several reasons why telemarketing services are best in the U.S. Second, it’s important to note that not every inbound program is created equal. The level of complexity, amount of training, and overall talent of agent required for a particular campaign can obviously have an effect on pricing.
When an organization is considering the use of outsourced telemarketing, the often unstated question is “how does the quoted cost compare to my internal cost if I choose to build a team in-house?”. That is a valid question and one that should be addressed. The key is to identify all of the cost components to ensure an apples to apples telemarketing services cost comparison. Continue reading →