We get it: as a business, managing costs is one of your top priorities. In fact, it may be the whole reason you’re looking into outsourcing. That’s why we’re sharing our contact center pricing model guide below.
Pricing should never be the deciding factor in choosing an outsourced contact center partner. We believe that aligning your brand and customer experience strategy with the right contact center partner should be the first priority. Skip that step, and the pricing you end up with won’t accurately reflect the service level you require.
Looking for an all-in-one price? A fixed cost per hour is just that. Billing is based on total agent hours for an approved number of FTEs regardless of actual contact volumes. We’re responsible for (and work hard at) optimizing the FTE resources through scheduling and workforce management including Real Time Analysts to maximize service levels and deliver an excellent customer experience.
Pros: This model is simple and easy to budget, driving an excellent forecasting process and a strong focus on the customer experience. Great model for a burn-in period with a new outsourced partner while validating inputs like AHT and volume arrival patterns.
Cons: Any agent idle time is billed to the client. Inaccurate forecasts can impact both client and agent negatively.
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This is a great model for high volume programs – the productivity gains at higher volumes are passed along to you since the per minute price often decreases as volume increases. In this model, you pay only for the actual minutes that an agent is engaged in managing your interactions. With accurate forecasts in hand, we’ll optimize agent resources through scheduling and workforce management resources.
Pros: You pay for exactly what you use. You’ll be billed only for the time agents are engaged with customer work. Idle agent time is not billed.
Cons: This can be an expensive model for low volume programs. Careful attention to and management of AHT is required – there is almost always a direct correlation between AHT and the customer experience.
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In mature programs where AHT is well-established, your outsourced partner can shoulder the responsibility for productivity. With this model you pay for each contact handled, priced per channel – it’s as simple as that. You provide us with project contact volumes, and we own FTE forecasting, hiring, and training to ensure projected contact volumes are supported to achieve contracted service levels and KPIs.
Pros: The cost of idle labor lies with us, meaning you only pay for what you use. We strive to keep transaction times low, and productivity gains are passed on to you.
Cons: A greater focus on fast resolution, which may not work for companies who prioritize customer experience over metrics like Average Handle Time.
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If you need customized, high-quality customer experience solutions for mission-critical customers, you’re in the right place. We have an unwavering commitment to seamless customer service and efficient resolution. At Blue Ocean Contact Centers, our agents become your agents.
For over 20 years, our dedication to customer service as a competitive differentiator has enabled us to build trusted partnerships with clients who are market leaders in their industries.
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