The answer isn’t simple because it depends on a few things, like where the call center is, how many agents you need, what kind of service you want, and the tools they use. But one thing is clear: outsourcing can save money while still giving customers the help they need around the clock.
This post will break down the factors that affect the cost of 24/7 call center outsourcing and help you make a good decision for your business.
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What Are 24/7 Call Center Services?
Before talking about costs, let’s understand what 24/7 call center services are and why they’re so useful for eCommerce.
What Do They Do?
These services mean hiring a team to handle customer calls, chats, and emails all day, every day. So, whether a customer has a question at 2 PM or 2 AM, someone is there to help.
Key Features
When you outsource your customer support, you can expect:
- Round-the-Clock Phone Support
Customers can talk to a live person any time.
- Live Chat and Email Help
Many services include live chat and email support for those who prefer typing.
- Multilingual Support
If your business is global, agents can speak different languages to help customers worldwide.
- Integration with Your Systems
Good call centers can work with your existing tools, like CRM, to keep everything running smoothly.
Benefits
Outsourcing your customer support can bring many good things:
- Happier Customers
Fast help makes customers happier and more loyal.
- Lower Costs
You don’t have to pay for office space, equipment, or benefits for in-house staff.
- More Focus on Your Business
You can spend more time growing your business and making products.
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What Affects the Cost of 24/7 Call Center Outsourcing?
Let’s look at the factors that influence the cost.
1. Where the Call Center Is
The location is a big factor. You have three main choices: onshore, offshore, and nearshore.
- Onshore: In your country.
Good: Easy to talk to, same culture, close by.
Not so good: More expensive.
- Offshore: In countries with lower wages, like the Philippines or India.
Good: Saves money.
Not so good: Might have language issues or time differences.
- Nearshore: In nearby countries with similar time zones.
Good: Cost-effective, less time difference.
Not so good: A bit more expensive than offshore.
Costs: Onshore can be $25-$35 per hour per agent, while offshore is $10-$20. Nearshore is in the middle at $15-$25.
2. How Many Agents You Need
The number of agents depends on how many calls you get. Here’s how it works:
- How Many Agents?
A rule of thumb is one agent for every 100-150 calls a day.
- Part-Time or Full-Time?
If calls go up and down, part-time might work. But full-time is better if you get lots of calls regularly.
- Can You Scale?
Make sure your partner can add or remove agents as needed, especially during busy times.
Cost Impact: More agents mean more money. For example, 10 agents at $15 each would cost $150 an hour or $3,000 a week.
3. Service Level Agreements (SLAs)
SLAs are contracts that set standards like how fast calls are answered and solved. Stricter rules can cost more.
- Fast Answers and Solutions
If you want calls answered in 20 seconds and solved in 5 minutes, it might cost more.
- Custom Services
Tailoring services to your brand can also add to the cost.
- Penalties
Some contracts have penalties if standards aren’t met, which can increase costs.
Cost Impact: Custom SLAs can add 10%-20% to your costs.
4. Technology and Integration
The tools the call center uses matter. Here’s what to think about:
- Software Costs
Advanced tools can be pricey but make things more efficient.
- Integration
If the call center needs to work with your systems, like CRM, it might cost extra.
- Security
If you’re in a regulated industry, like healthcare, you might need special security, adding to the cost.
Cost Impact: Setup and customization can range from $5,000 to $20,000.
5. Peak Season Needs
During holidays or big sales, you might get more calls. How you handle this affects costs.
- Temporary Help
Hiring more agents for busy times can cost more.
- Training Costs
Teaching new agents takes time and money.
- Flexible Contracts
Look for partners who can scale up or down without extra fees.
Cost Impact: Temporary help can boost costs by 20%-30% during busy times.
6. Contract Terms and Pricing
How you pay can affect costs. Common models are:
- Monthly Fee
Pay a fixed rate for a set number of agents or hours.
- Per-Minute
Pay based on how many minutes of calls you use.
- Per-Agent
Pay a flat rate per agent, no matter how many calls.
Long vs. Short Contracts: Longer contracts might be cheaper, but shorter ones offer more flexibility.
Hidden Fees: Always check for setup or training fees.
Cost Impact: Per-minute can be $0.50 to $2.00. Monthly rates are $1,500 to $3,000 per agent.
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Conclusion: Is Outsourcing 24/7 Call Center Services Worth It?
The cost of outsourcing varies based on location, agents, SLAs, technology, and contracts. While the initial cost might seem high, the benefits like happier customers, lower costs, and more focus on your business make it a good choice.
At WOW Customer Support, we offer tailored 24/7 customer support services for eCommerce. With experienced agents, we help you give great service while keeping costs low. Whether you need multilingual support, live chat, or CRM integration, we’ve got you covered.
Ready to boost your customer support? Contact us today for a custom quote. Let us handle support while you grow your business.