Call Center Pricing

Call Center Costs: The Key to Successful Outsourcing

When hiring a call center service, pricing is one of the most important factors that can influence your decision. Call center quotes vary widely depending on several factors, such as location, agency size, agent skills, languages spoken, and the number of agents required. These variables can impact call center prices by up to 50%, and understanding how they affect the overall cost is crucial to securing the best value for your business. At Worldwide Call Centers (WCC), our senior advisors are dedicated to helping you navigate these factors and find the most cost-effective call center solutions tailored to your needs.

Breakdown of Call Center Pricing

Here are the typical pricing structures you can expect for different types of call center applications, based on service type and location:

A. Inbound Call Center Services

Inbound services are usually priced in one of three ways:

• Shared Inbound: In this model, a pool of agents answers calls for multiple clients. The client pays for the actual time used, usually on a per-minute basis. This is ideal for businesses with unpredictable call volumes or low activity levels. Pricing: $0.35 – $0.55 per minute (low-cost international agencies) to $0.75 – $1.35 per minute (US/Canada/Europe).

• Dedicated Inbound: Here, agents are assigned exclusively to one client, which allows for a completely customized service. Call center quotes are usually provided on an hourly basis. This model is well-suited for companies with steady call volumes or more complex requirements. Pricing: $8 – $15 per hour (low-cost international) to $27 – $38 per hour (US/Canada/Europe).

• Monthly Inbound: A variation of dedicated services, monthly pricing bundles all service charges into one fixed fee. This is more common in low-cost international locations and rarely offered in North America or Europe. Pricing: Varies depending on the agency and volume.

B. Outbound Call Center Services

Outbound services, such as lead generation, sales, and appointment setting, are typically priced as follows:

• Hourly Rates: Call center prices for outbound services often depends on the agency’s location. Smaller agencies in offshore or nearshore locations tend to offer more competitive rates, while call centers in mature markets are typically higher priced. Typical rates:
  • $8 – $11 per hour (India, Philippines)
  • $10 – $15 per hour (Eastern Europe, Latin America)
  • $28 – $38 per hour (US, UK, Canada)
  • $40 – $55 per hour (highly specialized agencies)
• Commission-Based Pricing: For some sales or lead generation campaigns, a commission-based pricing structure may make sense. In this model, the call center earns a percentage of the sales generated. The commission rate depends on the type of campaign and the level of involvement of the call center.

• Hourly + Commission: This hybrid model is often effective for sales programs, as it ensures both the call center and your business are invested in performance. Like paying an internal sales representative, this model aligns incentives and often leads to better outcomes.

C. Location-Based Pricing Guidelines

The location of your call center partner plays a significant role in determining cost. While offshore and nearshore centers may be more affordable, the proximity to your home country, language proficiency, and quality of service should all be factored into your decision.

Here’s a general guide to call center pricing by geographic location:

• United States/Canada: $28-$38 per hour
• Eastern Europe: $12 – $15 per hour
• Western Europe: $35-$45 per hour
• South Africa: $12-$15 per hour
• Africa/Middle East: $15-$20 per hour
• Latin America: $10-$15 per hour
• Asia/Philippines: $8-$14 per hour
• India: $8-$11 per hour
• Pakistan: $8-$11 per hour

Balancing Call Center Pricing Versus Quality

While cost reduction is often a primary motivation for outsourcing, it’s essential not to focus solely on the cheapest option. Choosing a call center purely based on price can compromise service quality, which in turn affects customer satisfaction and retention. Striking the right balance between cost and quality is key to achieving long-term success.

Consider your business’s unique needs, the expectations of your customers, and the reputation of potential call center partners when evaluating call center price models. A cost-effective agency that maintains high-quality service can have a significant positive impact on your customer experience and overall business performance.

How to Choose the Right Call Center for Your Business

Call center pricing varies widely, and many factors influence the overall cost. To make the best decision, businesses should assess their specific needs, review potential call center providers, and negotiate a pricing structure that aligns with their budget and service requirements. By carefully evaluating all options, businesses can leverage outsourcing to enhance their customer support capabilities while optimizing operational efficiency.

Get Customized Call Center Proposals

Ready to get tailored call center proposals for your business or campaign? Contact WCC today! Our senior advisors will analyze your needs, discuss available options, and introduce you to the best 4-5 agencies suited to your requirements.