Two companies that provide call center services can provide the same service and yet charge completely different rates. One provider charges for each representative in the company, whereas the other charges either by the minute or for each call received. While it would appear to be a good idea to choose the least expensive option, there are hidden costs and restrictions on the amount of service that you will receive which can alter your overall expense.
A good call center outsourcing cost comparison allows companies to see what they are spending on, and determine if one pricing structure is more cost-effective than another.
Three Pricing Models You Should Know
Before comparing providers, understand how they charge for their services.
Per-Agent Pricing
The model allows for a flat rate to be charged for every agent that is assigned to your organization. Typically, this would be an ideal option for organizations which require steady call volume coverage as well as agents that are specifically assigned to work with the organization.
However, you may still pay for agent time during slow periods.
Per-Minute Pricing
The provider will charge you for the amount of time that your agents are on the phone answering questions from customers. This method works well when you have a business where the number of incoming calls changes throughout the year.
The primary issue is controlling costs. A long call or a spike in usage may result in an increase in your monthly bill.
Per-Call Pricing
You can easily predict your budget for each call that is processed by paying a set rate.
However, find out what is considered a “billable call”. There are some providers that will charge you for shorter calls, for transferring calls to other people, or for having to ask the same question more than once.
Look Beyond the Quoted Price
When looking at low monthly rates, they might not cover everything. Find out what additional costs each company will charge you for before you enter into a contract.
| Cost factor | What to check |
|---|---|
| Setup fees | Initial system and account costs |
| Training | Agent onboarding charges |
| Technology | CRM and software fees |
| Call recording | Storage and access costs |
| Extra coverage | Night, weekend, and holiday rates |
| Management | Reporting and quality checks |
A less expensive service could experience lengthy wait times, poor phone handling and/or a shortage of employees to provide adequate customer support. As such, it will impact customers’ overall satisfaction and possibly result in lost sales.
When you make call center outsourcing cost comparison operations, make sure to consider both price and service quality. Consider factors such as the average time it takes for an agent to answer a call, how often agents can resolve a problem during the initial interaction with a customer, how much training agents receive, and customer reviews.
Find the Right Balance
The most effective provider will not necessarily be the one who provides you with the lowest quotation. Instead, they are the ones that meet all of your service requirements at a reasonable price, which is clearly defined.
Requesting multiple quotes for identical services, volume of calls and work hours will allow you to make a better comparison and select a vendor who can assist in meeting your business goals within your financial constraints.