Inside the Quality-First Contact Center

Factors That Impact Pricing for Contact Center Outsourcing

If you’re developing a shortlist of contact center outsourcing providers, you’ll want to see how their prices stack up. It’s easy to quickly choose the cheapest outsourcing option to save some money, but there are a lot of factors that go into determining the price for contact center outsourcing and it’s important to understand the intricacies before signing on the dotted line.    

To help you make the most informed decisions for your business, be sure to consider the following factors that impact pricing for contact center outsourcing:

Number of Support Agents

There’s no such thing as a small campaign. Each one has unique needs and aspects that determine how many agents it will take to best serve your customers. The number of agents required for a specific campaign is just one factor that ultimately determines the price of the customer service outsourcing service. Some agent environments enable business process outsourcing (BPO) to maximize management ratios and pass along those call savings to clients. Other agent environments will often see slightly higher pricing. At Callzilla, we use our 14+ years of experience to help determine the number of agents needed to serve your customers in a timely and efficient manner.

Level of Experience and Knowledge

Another factor that impacts customer service pricing is the level of knowledge and experience agents must have to properly assist your customers. Ask yourself if your business goals require agents to provide technical support, in addition to outstanding customer service. Technical support usually impacts overall pricing because agents in these scenarios need a technical background and/or require related experience in a certain industry or vertical.

Types of Tools

The types of tools and technology needed to run a successful campaign are also pricing influencers. Some companies already have the tools and infrastructure in place to receive calls, create tickets, and quickly solve customer issues. While other companies rely on the contact center to provide the whole infrastructure. The amount and types of tools needed to run a campaign can impact the overall cost. However, the best contact centers should be able to provide all the technology needed to run a successful campaign, as well as adapt to established business processes and infrastructures.

Hours of Operation

Another pricing consideration is operating hours. One of the benefits of nearshore contact center outsourcing is operating within the same or similar time zones of your customers. But even with similar time zones, agents might still need to be available outside normal business hours. If you do require agent availability early mornings, nights, or weekends, determine how much service you’ll need. It is common for the labor laws in other countries to require BPOs to pay agents a premium wage to work after-hour shifts, which has a direct impact on the pricing process.

Language Capabilities

It’s crucial for agents to be able to properly communicate with your customers. Language barriers could leave your customers feeling frustrated or misunderstood. Hiring bilingual agents is a factor influencing the overall price. It’s also a factor that can impact overall customer satisfaction.

 

Just because two contact outsourcing centers have similar pricing doesn’t mean they have the same services, so be sure to inquire about the factors above when shopping around.

Customer service outsourcing pricing at Callzilla always includes quality assurance and management costs. Contact Callzilla today to learn more about our pricing for customer service outsourcing through live chat, social monitoring, email support, phone services, and more. With a quality-first mentality, we’re committed to delivering support that improves experiences for your customers.

Topics: Call Center Insights Customer Service Insights