Inbound Call Center Pricing: Cost Breakdown & Comparison (2025)

Want to grow your business and keep customers coming back without overspending? Inbound calling puts you in control with a cost-effective strategy and the right setup.

The cost of running an inbound call center depends on several factors, including agent wages, technology, infrastructure, and hidden fees. Prices also vary based on location, service level, and industry.

Many businesses opt for cloud-based inbound call center solutions to reduce expenses, but hidden fees like setup costs, reporting charges, and after-hours support can quickly add up. 

In this article, we’ll review inbound call center pricing and all that you need to know to plan for a successful inbound customer support service.

Key Takeaways

• Inbound call center costs vary from $12 to $50 per hour per agent, with offshore agents being more affordable.
• The most significant expense is labor, up to 80% of the total costs.
• Different pricing models include per-minute, per-hour, or fixed monthly fees.
• Additional costs include setup fees, reporting, multilingual support, and after-hours service.
• Cloud-based call centers help reduce infrastructure costs but may introduce hidden fees.

How Much Does An Inbound Call Center Cost?

Salaries make up to 80% of the total cost of inbound call center services. That’s why businesses must carefully budget their expenses to ensure results without overspending.

So how much does it cost to run an inbound call center? Let’s get down to numbers based on market reports¹: 

Depending on location and service level, costs average $12 to $50 per hour per agent. Labor is the biggest expense, with offshore agents charging $6 to $12 per hour, while U.S.-based agents cost $25 to $50 per hour.

In addition to labor, costs are associated with office space, specialized equipment, software systems like CRMs, and compliance licensing, which varies by state. 

Some states may offer free licenses, while others require payments in the thousands. Annual taxes for the physical space typically range between $2 and $7 per square foot².

Typical Inbound Call Center Costs and Pricing Plans

Inbound call centers use different pricing models based on a company’s service needs. Some providers offer a shared model, where agents split their time between multiple businesses, reducing costs but potentially sacrificing brand familiarity. 

In contrast, a dedicated model assigns agents exclusively to one business, providing better service quality at a higher cost. Most call centers charge based on one of three pricing structures:

• Per-minute rates (e.g., $0.75 per minute)
• Hourly rates (e.g., $25 per agent)
• Fixed monthly fees, which depend on call volume and service level

Some businesses opt for a per-minute structure that adjusts pricing based on usage, leading to cost savings as call volume increases. Others prefer predictable monthly or hourly pricing, especially when estimating consistent call traffic.

Inbound vs. Outbound Call Center Pricing

Inbound and outbound call centers serve different functions and follow distinct pricing models. Inbound call center services focus on handling customer inquiries, technical support, and general assistance, with costs structured around agent time (per minute or hourly).

In contrast, outbound call center services are more sales-driven, often charging based on performance. Some outbound centers use a commission-based model, where agents earn up to 5% of total sales. 

Others operate on pay-per-performance pricing, where businesses only pay for successful calls or transactions. Hybrid models combining hourly wages with per-transaction fees are also common.

Pricing for both inbound and outbound services varies based on factors like call volume, agent experience, omnichannel support needs (live chat, SMS, email), and multilingual capabilities. Businesses requiring 24/7 availability or specialized agents typically pay more. ​

How Do Inbound Call Centers Charge?

While the cost of running an inbound call center isn’t typically based on the number of calls, different charging strategies impact overall expenses. Here’s how most inbound call centers charge for their services.

Per-Minute Pricing

With this model, businesses pay only for the time agents spend on calls. This is common for shared agent models, where agents handle calls for multiple companies. 

International per-minute rates range from $0.35 to $0.45, while in the U.S. and Canada, rates fall between $0.75 and $0.85 per minute.

Per-Agent Pricing

Also known as the dedicated model, this pricing structure charges by the hour, ensuring agents work exclusively for one business. 

In the U.S. and Canada, rates range from $22 to $30 per hour, while internationally, businesses can pay between $8 and $15 per hour. This model provides better service consistency but comes at a higher cost.

Per-Call Pricing

Some call centers charge based on the number of calls handled rather than time spent. This is useful for businesses with predictable call volumes but can be less flexible for fluctuating demand. Rates vary based on factors like call complexity, duration, and industry-specific needs.

Flat Monthly Fees

A fixed monthly pricing model is less common in the U.S. and Western Europe but is sometimes offered as a set package for businesses needing a fixed cost. This approach simplifies budgeting but may not be cost-effective for businesses with varying call volumes.

Indirect Inbound Call Center Pricing Structures

Several factors impact how much an inbound call center costs. For instance, long calls or calls that involve sales often come with extra charges, and outbound calls (cold calls) generally cost 30% more than inbound calls. 

Additionally, language plays a role. For example, Scandinavian and rare languages demand higher rates, while native-language speakers earn $20-$30 per hour or more.

Factors That Affect Inbound Call Center Costs

When it comes to inbound call center pricing, there’s no one-size-fits-all cost. Several factors impact how much you’ll pay, from the number of calls your business handles to the technology you use. 

While labor and infrastructure are the biggest expenses, additional fees like setup costs, after-hours support, and compliance requirements can quickly add up. Let’s break down the key cost drivers.

Call Volume

The more calls your business receives, the more agents you’ll need, which directly impacts costs. Call centers sometimes charge per minute or per call, so a higher inbound call center contact rate can increase expenses. 

However, larger call volumes can sometimes lower your per-minute rate, leading to overall savings if your provider offers volume discounts.

Agent Salaries and Training

Labor is the most significant expense, amounting to 80% of total costs. Offshore agents typically charge $6 to $12 per hour, while U.S.-based agents cost between $25 and $50 per hour. 

Beyond salaries, investing in thorough training can improve customer service quality but adds to upfront costs. Other call centers may charge for ongoing coaching and performance monitoring.

Technology and Infrastructure

Running an inbound call center requires the right tools, from CRM software and call monitoring systems to headsets and phone lines. 

Cloud-based inbound call center solutions can reduce upfront costs, but ongoing software subscriptions still add to expenses. Infrastructure costs also include rent, utilities, and specialized equipment, which vary based on location.

Average Handling Time (AHT)

AHT is the average time an agent spends on a call, including hold time and after-call work. The longer the calls, the more agents you’ll need to handle the volume, increasing costs. 

Some call centers charge per minute, meaning a high AHT can quickly drive up your bill. Investing in efficient call scripts and automation can help reduce handling time and lower expenses.

Compliance and Security Requirements

If your industry requires strict data protection (such as healthcare or finance), expect to pay extra for compliance. 

Regulations like PCI-DSS, HIPAA, and GDPR mean added costs for secure systems, encrypted communication, and regular audits. Non-compliance can lead to hefty fines, making security a non-negotiable investment.

Additional Inbound Call Center Costs to Watch Out For

Beyond the standard costs, some providers charge extra fees that can catch businesses off guard:

• Setup and onboarding fees: Some call centers charge upfront fees to integrate your systems.
• After-hours or 24/7 support: If you need agents outside regular business hours, expect a higher rate.
• Bilingual or multilingual support: Additional language options come at a premium.
• Reporting and analytics: Detailed performance reports and call analytics may cost extra.

How Much Does Outsourcing Inbound Call Centers Cost

Outsourcing your inbound customer support services can significantly reduce costs compared to running an in-house team. Setting up a personal call center requires heavy investments in infrastructure, recruiting, training, and ongoing management. 

In contrast, outsourcing allows businesses to scale quickly, access experienced agents, and avoid operational headaches. Let’s take a look at some important cost factors:

• Onshore Costs: U.S. and Canada rates range from $0.30 to $0.80 per minute, with specialized industries paying more.
• Offshore Savings: Countries like India and the Philippines offer rates as low as $0.10 to $0.12 per minute, making them a cost-effective choice.
• Outbound Call Centers: More expensive than inbound, with U.S. rates at $25-$35 per hour, while offshore options range from $12-$25 per hour.
• In-House vs. Outsourcing: Running an in-house team costs $40K+ per agent annually, plus infrastructure and management expenses. Outsourcing reduces overhead while scaling easily.

How CloudTalk Can Help Make Every Call Count 

Picking the right call center software isn’t just about price; it’s about value. The right tool should boost efficiency, improve customer interactions, and scale with your business.

Growing businesses often need more. CloudTalk offers smart dialing, real-time analytics, and CRM integrations to keep teams productive and calls connected.

Whether you’re in sales, support, or tech, having the right platform makes all the difference. Ready to level up?

Source:

1. PayScale
2. Toast