It is a challenge to understand call center pricing. The cost of support processes may range form cost per-minute to cost per hour rate for each call per agent. The contract usually stipulates the computation and the total bulk cost. There are many factors affecting call center pricing such as volume of calls, handling time and other services. A call center with a good record of highly skilled agents who delivers quality calls also makes a difference in pricing.
- Type of Service
There are types of services that you can base inbound call center pricing; the shared agent and the dedicated agent services. These services differ in prices and standards, but both services utilize the same call center tools and call center headset. A shared agent handles calls for multiple clients. If you have a small business and a little customer service assistance then this may work well for you. Their pricing may range from $0.50 to $1.00 cost per minute.
If you employ a dedicated agent, it is like employing an employee outside your company. These agents work solely for you. Expect a price of per agent per hour. Outsource call center pricing can play around $10 while US based is at around $25. The package will give you highly competent and skilled agents who are more trained to know your business. Apart from these basic charges, there are other fees involved such as set up fee, volume minimums and other fees.
Call center metrics should be properly laid out so as to understand how performance is measured. Some metrics you should be looking for is the SLA or service level agreement or a guarantee that 80% of calls will be answered within 30 seconds. If SLA is not met, then there should be a corresponding penalty or reduced cost at your end. The Average handling time, Average talk time and after call work. This is the average time that an agent spent to handle the call. The metrics should reflect a reduced average time as this adds up to costs.
- The Contract
The contract should not only specify the prices involved but should also be specific on their standards and procedures on measuring agent performance in order to come up with the exact figures of costs. Certain penalties should be applied if the call center is not able to meet deliverable rate as stipulated in the contract.
If you have other requests that you want to add in the contract such exclusivity, confidentiality, monitoring rights and others, expect that these requests affects the pricing too. So the more requests you make, the higher the prices may become.
Call center contracts has a life of 6 months to one year. Provisions are available to renew the contract automatically and you can avail of lower pricing plan if you decide to extend the contract for a longer term. However, before deciding on a long term contract, you have to make sure that you are content and satisfied with their service as penalties apply when contract is cancelled at a certain time frame. Speak to call center consultants for better pricing and conditions to meet with the demands of your business.
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