Call center pricing is one of the main challenges call centers managers come a cross in business. Majority of the call center contracts are defined based on the number of calls handled and time taken either by CSRs (Customer Service Representatives) or supervisors. Defiantly you will need to consider the difficulty and the complexity of the scripts to be used and the efforts involved in handling the services. In top of that, call center pricing should look at the quality of the call center CSRs handling the support and the call center quality standards in place. Call centers with high soft and technical skills CSRs have higher price and that should also reflect in the call center pricing as well.

Upon engaging with call center provide for services or support, you should be given the option to go for some dedicated or shared CSRs. Shared CSRs are also known as blended or multi skills teams handle calls for multiple clients or accounts.

Shared CSRs will be responsible to handle several callers for different clients at the same day for example one of them may provide a technical information support for one of the major ISPs in USA and the next caller will be asking about his shipment from one of the Courier Express companies in Europe. This option is highly recommended for the small and middle size companies for their common quires and transactions, upon implementing the right call center solution and provides the required developments and call center trainings. And this option would cost in the call center pricing between $.50 and $1 per minute upon the other criteria’s we shared earlier.

On the other hand, Dedicated CSRs support only your customers, services and products you can look at them as remote staff you have as they will be focusing on your calls only, these CSRs would have better opportunities to understand your business and support it effectively. Call Center pricing in this option is per CSR per hour, and can range from $10 or less for the lowest-priced offshore businesses to $25 and up for larger U.S.-based organizations. With this option you would enjoy an army of qualified well training staff representing your business and company who know everything about your them although its more expensive generally.

Other than the basic fees calculations there are some additional cost involved in the call center pricing. Most call center providers enforce monthly minimums charges, which can lead the costs if the volume fluctuates unpredictably. Setup fee would be included in the call center pricing which would be of few $1000’s. Other costs, such as additional commissions, training, programming, and reporting fees, may be covered by your per minute or per hour charges – or may not. Call center providers should be clear with their call center pricing covering all the additional cost involved before starting the support.