Top-notch customer support is a major factor in your brand’s reputation. The question is: do you build a team of in-house customer service representatives, or do you opt for an outsourced call center instead?
While both have their pros and cons, it’s well worth looking into call center outsourcing costs and comparing them to the cost of an in-house team.
So how much does it cost to outsource customer service? To find out which method is right for you, calculate the cost of an in-house team, and compare that to the average customer service outsourcing cost.
In-House vs. Outsourced Call Center Pricing
The cost of building and maintaining an in-house customer satisfaction team can be fairly prohibitive, especially to SMBs who are trying to scale as efficiently as possible.
As an example, let’s assume your prospective team consists of three customer service representatives and one customer service manager. These come with a range of expenses, many of which are labor-intensive and costly.
Looking only at salaries for the moment, the average in-house call center agent is going to cost $27,834 per year. This is the very low end of the market. Now factor in the following:
- Office space
- Training costs
- Salary and benefits
- Potential commission
- Recruiting and HR costs
- Software and hardware costs
- And many more
When you factor in all the other necessary expenditures for software, hardware, benefits, and more, you’re very likely looking at well over $200,000 annually, if not even more depending on how many people you hire. You also need to keep in mind that you need to hire more than what is necessary as someone can call in sick or have an emergency leave. This makes an in-house contact center a fairly expensive prospect.
Now that you have a ballpark figure, you can compare it to the average cost of customer service outsourcing and find out your potential cost savings.
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How Much Does It Cost to Outsource Customer Service?
Overall, an outsourced call center costs far less than an in-house team. The exact price point varies depending on your specific requirements, such as your call volume, the level of knowledge you need your representatives to have, your support hours, and so on.
With an in-house team, you’re paying the same salary whether or not your agents are taking calls. Common customer service outsourcing pricing models typically mean you’re paying only for what you need.
Even at double or triple that volume, you’re looking at a fraction of the cost of a small in-house call center service team.
Call center outsourcing costs vary widely depending on your needs, but they are generally going to fall far short of the in-house equivalent. It’s also important to note that you may encounter challenges for having to manage an outsourced team.
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Additional Benefits of Outsourcing Customer Service
An outsourced customer service team saves you time and money in a number of other ways, in addition to the direct cost savings on employee salaries. You save on training, office space, benefits, hiring costs, software and hardware, not to mention management.
Outsourcing inbound and outbound call centers enable you to scale rapidly. As your business grows, your call volume keeps pace. Instead of having to hire, train, and equip new staff, it’s important to use a scalable model to handle your newly-increased volume.
A less tangible but high-impact benefit is that your representatives are fully trained customer support experts who provide top-notch customer service.
It is essential to exceeding expectations around quality and care. This can be the difference between a lost client and a positive customer experience.
Get Your Customized Quote Today
Outsourcing your customer service can save you significant resources and ensure top-tier support at the same time.
At Triton Technologies, our call center outsourcing pricing is based on your individual needs. Contact us today for a customized quote.