The idea of getting ripped off is a nightmare for everyone. Which is why it is important to have an estimated call center outsourcing cost comparison before dealing with third-party service providers.
Call center pricing includes the cost of labor, call volume, average handling time to name a few. Having your own in-house business process team means more expenses due to additional workforce, infrastructure and specific training for the labor needed.
A business that is planning to have their own in-house team needs an additional cost of 50%-70%. This additional cost is too much especially if you are just a start-up company.
Estimates show that BPO services can provide between 30%-50% cost savings for a company, depending on the outsourced call center pricing. It is the reason why many organizations are increasingly outsourcing various business processes.
It also helps organizations increase their market share, expand their customer base, and enhance customer relationships.
Why Call Center in the First Place?
Call center customer service becomes front and center in the competition for consumers. If you’re envisioning a contact center from the late 1990s or early 2000s, it’s tough to see how it can play such an important part in providing a positive customer experience.
The call center has changed so much in the previous two decades that it’s hard to tell it apart from its predecessors. Today’s call centers may still use phone services, but they also use email, webchat, texting, and social media to communicate with consumers. Customers no longer have to wait on hold with you; instead, they can send an email and receive a response within 48 hours.
Benefits of Call Center
The first question remains unanswered: Why is call center service so critical? It’s usually because the call center is your customer’s first—and perhaps only—point of contact. Customers may make purchases from your online store, but you are unlikely to engage with them. They might go to your website, make a purchase, and leave without ever speaking to a customer support representative.
Here are some reasons why:
Often, when people shop online, they want to be certain that they are making a purchase from a firm that they can contact in the event that a product does not arrive, that there is a problem with it, or that they have any queries. Some clients prefer to place orders by phone rather than online because they are concerned about the security of internet transactions.
According to a recent survey, 49 percent of individuals are hesitant to make purchases on the internet. A long email or the waiting period for a response are things that they don’t want to endure when they have a question or an issue to resolve. Existing for hundreds or thousands of potential buyers to call simply by providing them with a phone number enhances their confidence even if only a small percentage of them ever call back.
If they do call, they expect to speak with a human person rather than a voicemail box. A call center instills confidence in buyers, allowing them to proceed with their transaction. When a customer has a positive experience when dealing with an agent, they are more likely to make more purchases and to promote your company to others.
2. Call Centers increase sales and avoid lost opportunities
When businesses handle their own calls and rely on voicemail as a backup, they may only receive a fraction of the possible sales calls that they could be receiving. Customers who are considering making a purchase, according to several studies, will not leave a message, according to the findings. If you use a call center, you may queue calls and provide very minimal wait times, ensuring that your sales leads don’t get lost.
It also serves as a point of contact for potential business partners and company development prospects, allowing them to get their information into the hands of the appropriate people. It doesn’t matter whether a company has one or multiple employees answering calls in their offices; a call center can provide overflow help. Once all of your employees are on the phone, any new calls can be routed to a call center, resulting in shorter wait times for your customers.
3. Competitive Advantage
If your competitors have a phone number that consumers can call and you don’t, many customers will go to them. If your rivals have set office hours and you provide 24-hour call center service, your organization will be a more appealing alternative.
Some clients are unable to phone during business hours, while others choose not to call during business hours. It assures clients that if they need to speak with someone, your organization will be there for them.
Many factors are considered in call center prices. It includes the level of skills, type of work, location, and duration of the application. Here are some known pricing models for both inbound and outbound call services:
One of the most considered variables that affect the cost of outsourcing is the location. If you are aware of call center outsourcing cost comparison, you must know that choosing a call center outsourcing company in the US or Europe versus India or Philippines will create a significant effect on the price and quality of the service.
Here’s to give you an idea of call center pricing comparison by geographic location:
|United States/Canada||$22 – $35|
|Eastern Europe||$12 – $25|
|Australia||$35 – $55|
|Africa/Middle East||$15 – $20|
|Latin America||$8 – $18|
|India||$5 – $9|
|Pakistan||$6 – $10|
|Asia/Philippines||$6 – $8|
If you want a higher call center pricing with employees who have great communication skills, then you may want to outsource your business to either the USA, Europe or Australia. Outsourcing your business in these regions can make a great result on your service, especially if you are targeting customers who speak English.
Cultural difference is also not an issue if you are outsourcing in these regions especially when you are a US company outsourcing your business. In customer service, the work-force in these regions can give relatable insights on the customers making them more comfortable to deal with your company and most probably avail your service or purchase your product again.
The IT industry is also the specialization of some countries in these regions especially in Eastern Europe. Software engineers in Eastern Europe are at par with India in terms with quality of service.
Despite these advantages, the main reason you are here (reading this article about call center pricing) is to save more money and convert it to more profit. Tax systems in these regions are also complicated and can greatly affect your business in a negative way.
If you want to save tons of money and still perform your daily tasks while doing more productive things, then outsourcing your business in Asia, Latin America or Africa is your best bet.
The IT industry is also a strong point for most countries in these regions. India is at the top of countries with the best IT experts in the world and you can work with these people at a low price.
The tax regulations on these regions are also not complicated compared to western countries. Several countries in these regions passed laws that are favorable for the companies that are outsourcing their businesses to attract more foreign investment and generate more jobs.
However, compared to the quality of the service from western countries, tasks that involve human interaction are far inferior in these regions. Thick accent is the common issue when outsourcing in your business. The customer doesn’t want to be inconvenienced by talking to an employee with an inferior English-speaking skill.
There is also a big difference in terms of cultural relativity and the time zone can also affect the quality of the services these regions are offering.
With affordable call center pricing rates, you can hire not just in one region, but several! This enables you to use the strengths of different call center markets to your advantage.
The Philippines offer tons of services that fit whatever your business needs — from customer service, data entry, sales and even IT. Filipino culture is very similar with western countries because of the rich history they have.
Accents are also not an issue because Filipinos have a neutral accent in English. The Philippines ranks second in countries with highest English proficiency in Asia.
Magellan Solutions provide the best call center experience for all SMEs worldwide. We have a wide range of services to offer. In terms of the cost, we have a guaranteed flexible pricing model.
We will base the pricing on the client’s requirements. Magellan Solutions understands that start-up business need has limited funds in outsourcing services. Our Implementation Managers will assist you in figuring out the best service for your budget.
Call center pricing can be tricky but our professional sales representatives are ready to assist you. Feel free to fill out the contact form below for a free 60-minute business consultation.
Contact us today for more information.