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How Much Does Call Center Outsourcing Cost?

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Call Center Outsourcing Prices

Call center outsourcing is a growing trend among businesses of all sizes. By some estimates, 20 percent of companies outsource part of their customer communications. It's a great cost saver.

Outsourcing is a cost savings option for selling goods and services, providing customer support, or assisting with technical or service problems. But, today's call center services manage far more than just voice communication. They're equipped to handle live chats, email communications, and all of the ways you interact with clients.

If you decide to outsource, choosing the right company is crucial. A customer's interaction with your call center service will shape their attitudes about your company. It's not a choice that should be taken lightly.

Call Center Outsourcing Average Costs

If you don't already have a call center, establishing one requires a major investment. You'll need to hire staff, buy computers and software, purchase or lease space, and pay for employee training. Then, there are the ongoing costs of call center operations.

Outsourcing is a far less expensive option, particularly for small- and mid-sized companies with fewer resources. Generally, call center outsourcing runs $25 to $65 per hour for each representative. The price varies so widely because it depends on the level of knowledge or skill you require from representatives. If you're looking for tech support that requires knowledge of complex computer systems and software, expect to pay on the high end of that range. If you're simply looking for someone to take orders or process applications, the low end of that range will cover it.

Let's say you're looking for three call center representatives to make sales calls Monday through Friday from 5 to 8 p.m. At an estimated cost of $30 per hour, that will run you a total of $1,350 per week. If you're looking for 9 a.m.-5 p.m. customer support seven days a week, plan on paying $1,680 per week for each representative at that same estimated cost of $30 per hour.

Selecting a Call Center Outsourcing Service

There are lots of decisions to make before you settle on any one call center service company. First, decide what you want them to do. Increase sales? Resolve customer service issues? Improve customer retention? Maybe the answer is all of the above.

Request bids from several call center services, focusing on any that specialize in your industry. When the bids come in, you'll easily be able to weed out the companies that can't deliver what you're requesting.

After you've narrowed it down to a couple, sit down with the companies to talk specifics of what you need. Because the company you select is, essentially, an extension of your own you need to make sure you're on the same page. Ask to listen in on some of the company's calls to make sure the representatives are polite, professional and easy to understand. Find out exactly what kind of resources the company is devoting to your call center. And set up sales goals or customer retention benchmarks to measure progress and results. Although cost is an important consideration in selecting a call center service, be careful about trying to cut too many corners. The lowest bidder might not have the best resources to meet your needs. It's important to weigh the cost with the quality of services provided.

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