Pricing Structure
Our pricing structures:
1. Seat costs (Full Time Equivalent (FTE)):
These are the hourly charges for providing an agent’s workspace and infrastructure.
2. Hourly Pricing:
This model involves paying a fixed hourly rate for each agent’s time.
3. Pay-Per-Minute:
In this model, we charge based on the total minutes of calls handled.
This model suits companies with fluctuating call volumes or frequent, short interactions.
4. Per-Call Pricing
A fixed rate is charged per call, regardless of duration. We recommend this model for organizations with consistent call lengths and predictable volumes.
Other Factors:
The specific pricing will also depend on the type of service (e.g., customer service, technical support, sales), the volume of calls, and the specific requirements of the contract. High call volumes often lead to lower per-call costs. However, longer calls increase expenses in per-minute models. Handling simple inquiries is cheaper than managing complex support issues. For example, technical support calls average a 70% first-call resolution rate, requiring longer interactions and potentially higher costs.
What’s included in your call centre outsourcing costs
Campaign building and setup
This entails collecting the list of contacts for lead generation or surveys for outbound calls. It also includes determining the primary message for each call and how to track progress.
Script building
We will write scripts that employees in both outbound and inbound call centres will use when interacting with the customer and trying to resolve their queries.
Recruitment of agents
The costs involved in advertising for, interviewing, and filling positions.
Dedicated operations teams
A dedicated operations team will supervise agents, field their questions, and ensure that they are performing at maximum capability
Auditing and Quality Assurance
Quality assurance will be provided for calls, emails, web chats and other customer interactions to improve quality.
Reporting to the client
Report about the status of any leads, essential information gained from interactions or surveys, progress toward key performance indicators, and statistics
Account management
A dedicated account manager will be appointed to serve as the entry point to deal with any issues.
Variables that impact the price
Variables can change the end of the pricing spectrum. Some of these variables include:
The number of agents, or the number of hours, required to deal with your entire call volume, and provide quality service.
The time of day or day of the week that agents are needed. For example, evenings, weekends, and overnight are each charged at different premiums.
The channels for which you need support. Customers are almost equally divided in preferring phone (36%) and live chat (33%). About 25% prefer email, 2% prefer an online support portal, and another 2% prefer social media. Research also shows that customers prefer the human touch over an automated response on phone calls.
The specific skills and specialities agents must possess, such as language, industry experience (e.g. legal or medical), and particular systems experience (e.g. do agents need to be familiar with Zendesk, or can they be trained in advance?)
Note: Outsourcing customer service isn’t just about cutting costs. A Deloitte survey found that:
- 57% of businesses outsource in order to focus on core capabilities
- 31% outsource to improve the quality of the customer experience
- 28% outsource to fill critical business needs