Outsourced Call Center Pricing: Costs, Factors & Best Options for Your Business

Bad customer service costs businesses worldwide over $75 billion annually¹, and for many, the call center is the front line. But outsourcing your call center doesn’t always guarantee quality—so is it really worth the price?

Outsourced call center pricing varies widely. In the U.S./Canada it ranges from $28–$65/hr, in Western Europe & Australia from $40–$50/hr, and in Eastern Europe from $12–$25/hr.

While lower costs of offshore solutions may seem appealing, challenges like hidden fees, inconsistent service quality, and reduced control can quickly diminish these savings.

So, how do you balance cost, quality, and control? Let’s explore the key factors to consider—and why many businesses are rethinking their approach to call handling.

Key Takeaways

• Outsourcing a call center can cost anywhere from $8–$14 per hour offshore to $28–$65 per hour in the U.S. 
• While offshore outsourcing can reduce costs, it may come with challenges like hidden fees, inconsistent service quality, and less control over customer interactions.
• Outsourcing provides scalability and cost savings, but an in-house call center offers better control, brand alignment, and data security.

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How Much Does Call Center Outsourcing Cost?

Before we dive in, let’s have a quick look at a call center outsourcing cost comparison based on region and call center type.

Call Center Type & Cost Range (Per Hour)

Understanding Call Center Outsourcing Costs

Ever wondered how much it costs to outsource a call center? Well, it depends—kind of like ordering coffee. You can grab a budget-friendly brew overseas for as little as $8–$14 per hour in countries like India and the Philippines². 

Prefer a mid-range latte? Latin America serves up call center services at $13–$23 per hour. But if you’re after the premium, barista-crafted experience, expect to pay top dollar—domestic call centers in the U.S. and Canada range from $28–$65 per hour, while Western Europe and Australia charge a cool $40–$50 per hour. 

And just like coffee, price isn’t everything—factors like agent expertise, language proficiency, and whether you need inbound or outbound services all play a role in the final bill.

Inbound vs. Outbound Call Center Pricing

Inbound call centers are your customer service superheroes, swooping in to save the day with support, while outbound centers are the sales ninjas, stealthily closing deals. 

But not all heroes and ninjas cost the same—pricing depends on location and how complex the service is. Here’s the breakdown:

Call Center Type & Cost Range (Per Hour)

Factors That Affect Outsourced Call Center Costs

Several key factors impact the cost of outsourcing a call center: 

• Location: Onshore call centers (U.S., Canada, Western Europe) charge the highest rates due to higher labor costs, while nearshore (Latin America, Eastern Europe) and offshore (India, Philippines) centers offer more budget-friendly alternatives.
• Service Type: Costs vary depending on whether the call center handles customer support, sales, technical support, or specialized services. More complex or high-skill services demand higher prices.
• Call Volume & Hours of Operation: Businesses requiring 24/7 support or high call volumes often pay more than those with limited business-hour operations.
• Technology & Software Costs: CRM systems, AI-powered tools, call analytics, and security measures can add to outsourcing expenses, with advanced solutions typically costing more.

How Do Outsourced Call Centers Charge?

Outsourced call centers use different models depending on the unique needs and budgets of businesses. It’s important to understand how pricing works for outsourced call center services so that you can select the most cost-effective and efficient solution for your team. 

Per-Minute Pricing

In the per-minute pricing model, you are charged based on the actual time agents spend handling calls. This approach is ideal for companies with fluctuating or low call volumes, as it ensures payment aligns directly with usage. 

For instance, a business might be billed at a rate of $0.35 to $0.55 per minute with low-cost international agencies, or $0.75 to $1.35 per minute with U.S./Canada/Europe-based agencies.

Per-Agent (Hourly) Pricing

With the per-agent model, you pay a fixed hourly rate for each agent working on your account. This structure is best for businesses with consistent and predictable call volumes, offering straightforward budgeting and potential long-term savings. 

For example, outsourcing to a U.S.-based call center may cost $28 to $40 per hour per agent, while offshore centers in countries like India and the Philippines typically charge between $7 to $16 per hour per agent.

Per-Call Pricing

Under the per-call pricing model, businesses are charged a fixed rate for each call handled, regardless of its duration. This model simplifies billing by focusing on the number of interactions rather than their length, making it suitable for businesses that require concise and uniform call handling. 

However, per-call pricing is less common and may come at a premium rate compared to other models.

Flat Monthly Fees

The flat monthly fee model entails a predetermined monthly charge for a set package of services, providing cost predictability. This structure is beneficial for businesses with stable call volumes and a clear understanding of their service requirements. 

However, it’s essential to ensure that the services included in the package align with your business needs to avoid overpaying for unused features. ​

Each pricing model offers distinct advantages and considerations. Selecting the appropriate one depends on factors such as call volume consistency, service complexity, and budget constraints.

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Should You Outsource Your Call Center?

Imagine you are the operations manager of a fast-growing eCommerce brand, and you’re reviewing the latest customer service report. Hold times are creeping up, customer complaints are rising, and your small in-house team is stretched thin. 

The question on your mind: Should you outsource our call center?

You know outsourcing could cut costs and quickly scale operations, but you also worry about losing control over customer interactions. After all, your brand prides itself on a personalized experience. To make the right decision, you weigh the following key factors:

Key Aspects to Consider:

• Cost Efficiency: Compare the operational costs of outsourcing vs. an in-house setup. While outsourcing reduces hiring and infrastructure expenses, it may introduce hidden costs in long-term contracts and quality management.
• Staffing & Scalability: Outsourcing allows quick scaling up or down based on business needs, making it ideal for seasonal demand fluctuations.
• Agent Training & Expertise: In-house teams offer better brand knowledge, while outsourced agents may require additional training to align with company values and product offerings.
• Quality Assurance & Control: With outsourcing, businesses relinquish some control over customer interactions, which can impact service consistency and brand representation.

Ultimately, you should assess your budget, customer expectations, and long-term growth goals before deciding whether outsourcing is the best solution or if an in-house is the way to go.

Build an In-House Contact Center with CloudTalk

Outsourcing a call center works well for some businesses, but if your company needs specialized agents with deep product knowledge, an in-house solution may be the better choice. With an in-house solution, you benefit from: 

• More control over agent training and service quality
• Seamless integration with your CRM and business tools
• Greater flexibility to adjust operations based on performance and customer needs
• Better data security and compliance management
• Improved collaboration between call center agents and other teams

Does an in-house contact center sound like the right fit for your business? With CloudTalk, you can build a scalable, AI-powered call center that seamlessly integrates with your existing systems.

Build a High-Performaing Call Center In-House—No Outsourcing Required.

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Sources:

1. Cxtoday.com 
2. Customerthink.com