It's very difficult to determine the prices which should be charged for call centre services. It's also very difficult to compare the Call Centre Pricing between different vendors. So here is our very simple guide.
(1) Call centres charge differently. One major difference is between a timesheet hour and a productive hour. On a timesheet hour, call centres charge for all hours but on a productive hour, they only charge for the time an agent is ready and available to make or receive calls.
(2) Within The UK, rates vary dramtically. Outbound prices are generally higher reflecting additional costs and the higher skill level of agents. Some types of work where there is a very specific skill requirement, prices can be as high as '40 per hour. For vanilla customer service, the work is typically priced between '16-22 per productive hour. Always check what other costs are involved such as management fees or training fees.
(3) Offshore, rates vary dramatically according to the tier of supplier. In Asia (India/Philippines), the best call centres charges in the region of '10/$16 per hour. Some centres do the work for as little as '3/$5 per hour but these centres will have very poor quality agents and will generally do a poor job. These centres also have no/minimal data security and can be run by unethical owners. Be very careful.
(4) South Africa can be more expensive with the best centres charging as much as '14 per hour. Poor quality call centre charge in the region of '5-6 per hour
(5) Prices vary dramtically across Eastern Europe depending on the quality of call centre and any languages involved. English is normally cheaper than other Western European languages.
If you want to check whether you are paying the right price, email us email@example.com