Customer Support Outsourcing Pricing

What our published prices mean

The prices on this page are starting points for planning, not quotes. They exist because asking a supplier "roughly what does this cost?" and getting "it depends" back is useless when you are trying to build a budget.

Every figure below is shown with the basis it is calculated on - what the amount buys, over what period, and the minimum team size it assumes. A price without a basis is not information. Where you see a rate per dedicated agent per month, that is what it is: one full-time person on your account for a month, not a pool, not a fraction of someone's attention.

Our minimum deployment is five dedicated agents across every plan. Below that you cannot cover a real shift pattern with handover, holiday cover and someone to escalate to, and a team that cannot do those things will disappoint you regardless of price.

How to read the plans

Plans are grouped by market, because the delivery location changes the cost more than almost anything else. Within a market they are grouped by language or channel. Three patterns are worth understanding before you compare rows:

• India-delivered plans are quoted per dedicated agent per month in local currency, split by language. Hindi-only support sits below bilingual and English-language support because the recruitment pool is larger.
• International market plans are quoted as a starting monthly rate for neutral international English delivery. Where a market can also be served onshore, that is a separate conversation and a materially higher rate.
• Channel plans price a single channel rather than a market. Voice sits above chat, email and social because handling time is longer and the recruitment bar is higher. A dedicated omnichannel agent - one person competent across several channels - is priced separately again.

What actually changes the number

The published rate is a floor for a straightforward deployment. Nine things move the real figure, and it is worth knowing which of them you control:

1. Channel mix. Voice costs more per agent than chat or email. An omnichannel agent costs more than a single-channel one because you are paying for a broader skill set.
2. Language. The size of the available recruitment pool for a given language and register, and how long it takes to hire to that standard.
3. Process complexity. A password reset and a disputed insurance claim are not the same job. Complexity drives handling time, training length and the seniority you need.
4. Training investment. How long before an agent is productive, and how much refresher training your product or policy changes require.
5. Coverage hours. Eight-hour cover is one shift unit; twelve-hour is two; weekends need enhanced staffing; round-the-clock is three daily teams plus a holiday plan.
6. Technology. Whose licences, whose telephony, and how much integration work sits between your systems and a productive agent.
7. Volume. Contacts per agent per day, and how peaky the arrival pattern is. Sharp peaks cost more to staff than the same volume spread evenly.
8. Service levels. A tight speed-of-answer or response-time target requires more headroom, and headroom is not free.
9. Delivery location. The single largest lever. Onshore UK or nearshore delivery costs substantially more per agent than India-delivered.

None of that is a reason to avoid giving you a number. It is a reason to treat the published number as the start of the conversation rather than the end of it.

What is included, and what is not

A dedicated agent rate normally covers recruitment, training to your process, salary and employment costs, supervision, quality review against an agreed scorecard, standard reporting, and the workspace and connectivity the agent needs.

Things that are usually separate, and that you should confirm with any supplier rather than assume: third-party software licences where you require a specific platform, telephony and messaging usage charges, unusually long or specialist training programmes, work outside the agreed scope, and any setup fee for a complex integration. We would rather itemise those than bury them in a headline rate that looks competitive until the first invoice.

Getting from a starting price to a real figure

Use the planning tools below. The team builder lets you sketch channels, languages, team size and coverage and returns an indicative figure. The coverage planner shows how shift patterns translate into staffing, so you can see what extending hours actually costs before you ask for it.

Both are indicative by design. Neither produces a binding quote, and neither can see the things that matter most - your process complexity, your systems and your real arrival pattern. Shift rules are configurable, so if your week does not fit the standard units we plan against your actual one.

Why we publish prices at all

Most suppliers will not, on the grounds that every deployment is bespoke. True, but the alternative wastes your time: you cannot shortlist suppliers you cannot cost. So we publish floors, and where a requirement moves the figure we show you why. See the full range of services or how we staff and run phone support for a worked example of what a rate buys.