In-House Vs. Outsourcing Call Center Cost

In-House Vs. Outsourcing: Making A Better Call Center Cost Comparison

When evaluating the possibility of hiring an outsourcing call center service and its cost-saving opportunity, the most important part is knowing your own in-house call center cost. How will you compare the cost of an outsourcer if you do not really know how your cost and expenses work? It is important to keep in mind what aspects of your business you should include and what does the outsourcing service cover. This way, you will really know which cost-saving opportunity is more convenient for your business.

 

How do you estimate your in-house call center cost? Do you take your fully loaded cost and divide that between the number of working hours? Are you taking into account janitorial wages, recruiting cost, paid vacations, and insurance into consideration? Do you believe that if your cost per hour per agent is the same as your outsourcing option you will not get any benefits from it?

We will help you better understand your in-house call center cost and the outsourcing pricing structure for you to make a more accurate comparison between these opportunities and make a better decision for your growing business.

 

First, your call center cost. It is important that you include all costs in your estimation. We know this information will not be easy to get, but once you have it, you will be able to make better decisions. Ask for help from the corresponding department. Once you know what you need it will be easier to get it. To better understand call center cost we will divide it into 3 categories.

 

We want to clarify that we know that all businesses are not the same. We will mention some of the costs you might have, but it is your homework to do a deeper analysis of your business.

 

Staff and Labor
This not only includes your agents, supervisors and managers’ salaries, this also includes Human Resources, Payroll, Compliance, IT, Quality Assurance, Training, Janitorial and Security personnel and its corresponding benefits and taxes. All these employees need to be recruited, hired and trained, and motivated. You need to consider those costs too.

 

Facilities
You also need to keep in mind the cost of your facilities: rent, maintenance, built out, customizations, insurances, electricity, water, furniture, and office supplies. Take, for example, if you want to grow your team, you might need to build out some walls, install new cubicles, paint, customize the ventilation and lighting. You need to add all these costs the overhead call center cost.

 

Technology Infrastructure
It is very important to include technology cost: hardware, computers, headsets, phones, etc. As well as network services, systems, licenses, applications, installation, and maintenance. Think of all the technology you use in your company, not only for operations, but for other departments too.

 

Again, analyze your own business. This is to help you get a better idea of what you need to keep in mind when doing your cost analysis.

 

Next, when you have all your cost, you can make your own calculations. You can estimate your cost per hour per agent, per contact, per call, per minute, per performance, however, you need for what you need. But if you want to compare it with an outsourcer price, you need to consider how their price structure works. The majority will use cost per hour per agent.

 

Now you have your cost per hour per agent and you want to compare it vs. an outsourcing service provider. But you need to know what is included in the cost of the outsourcing provider, if they charge you for holidays too, or if they offer any extra services.

 

For example, at Call Center Services International we only charge you for worked hours. This means, if an agent calls in sick, if the agent is in vacations or if it’s a holiday, you will not pay for those hours. We will give to you agents 1 to 2 weeks of general training for free, you will only be charged for the training on your specific product. And you will not have to worry about recruiting, administrative processes, the space or infrastructure. Additionally, CCSI offers between 15-20 hours of Quality Assurance per week with no cost for our clients. All this is included in the price.

 

You can compare the hourly cost and you will be saving the difference. But also, you will pay fewer hours and you will be getting some services at no additional cost.

Contact CCSI to request pricing! ? (877) 399-3419

You might be also interested in these popular articles:

5 Tips To Train Your Agents To Avoid Dead Air During Calls

5 Tips To Train Your Agents To Avoid Dead Air During Calls

10 April 2017

Dead air are the long moments of silence during a call. These can be caused...

15 Quotes To Share With Your Call Center Team

15 Quotes To Share With Your Call Center Team

21 August 2017

We know that sometimes it’s hard to keep the motivation up when work gets harder...

How to Build Successful Call Center Teamwork

How to Build Successful Call Center Teamwork

08 August 2014

Teamwork in a call center is fundamental because each agent is considered a part of...

6 Ways to Promote your Call Center Culture and Improve your Customer Service

6 Ways to Promote your Call Center Culture and Improve your Customer Service

21 April 2017

"The way your employees feel is the way your customers will feel." -Sybil F. Stershic...

Tips to Take Care of Your Call Center Headsets

Tips to Take Care of Your Call Center Headsets

23 May 2015

Corded or wireless headsets are somewhat fragile pieces of equipment that can break easily and...

14 Suggestions to Reduce Noise In The Call Center [INFOGRAPHIC]

14 Suggestions to Reduce Noise In The Call Center [INFOGRAPHIC]

04 March 2017

Loud noise can be very common in a call center. Agents on the phone, supervisors...

Contact CCSI Today!

We would be delighted to speak with you about your call center needs and the benefits of establishing a call center in Mexico. Please call us or fill out the following form:

1000 characters left
Call Center Services International
809 Bowsprit Road, Suite #204
Chula Vista, CA 91914
+1(877) 399-3419
info@bajacallcenters.com
Mon-Fri: 8:00 am to 5:00 pm (Pacific Time)