Common Inbound Call Center Pricing Models

Customer relationship is no doubt one of the top focus domains of companies today, and there are many things to consider before finalizing on which call center service provider is best suited for your business needs. This is when factors such as locality, facilities, management, and experience come into play. And one of the most important factors of them all is pricing. 

When it comes to pricing companies must look into their current status on customer engagement especially when it comes to the volume of calls they attend within certain time frames. Having a clear understanding of this and the future plans for the company, a decision can be reached upon. With that, here are most commonly used inbound call center outsourcing pricing models:

If a client’s emails, messages, chats, and incoming calls are inconsistent and in low volume, their programs are usually priced on a pay per minute model, which is nothing but paying service providers based on a minute charge rate. This is considered the best way to go for such clients as low volume patterns are best placed in an environment that is shared with another inbound client.

This simply means your call center service provider will handle calls for other clients as well. Most of the call center outsourcing companies do this as it will become too expensive for them to have dedicated staff for clients with low and inconsistent call volumes. In such a model, agents are trained to work for multiple programs. This model is beneficial for both the service provider and the client as it offers cost benefits to both the parties. Typically such a model is priced at approximately $0.8 to $1.3 per minute. Minutes are calculated by summing up talk-time and wrap-up time. A point to be noted here is that this model is just an extension of the pay-per-minute model.

This is typical of a program that has high inbound volume. Service providers deploy dedicated staff for the clients as calls are high and occur on a consistent basis. This is the model large companies and brands that have high customer engagement opt for. Pricing for dedicated agents typically ranges from $20-$40 per hour. Of course, this depends on the skillset required of the agents and the number of agents that would be deployed. Most of the call center service providers, when the required agents are more, offer lower and better pricing. 

The key factor in deciding your pricing model is in knowing your company status on customer relationship. Although consistency and volume of calls play a vital role in deciding a pricing, there are other factors such as quality, experience, and technology that also needs to be considered. So do not forget to consider various aspects before you come to a conclusion.

Report this Page