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How Much Does It Cost to Outsource Customer Service?

Updated on: August 19, 2025

Outsourcing customer service has become a smart strategy for brands aiming to reduce operational costs, enhance scalability, and improve the overall customer experience (CX). A report from Deloitte shows that with the right outsourcing partner, companies can save up to 50% while gaining access to expert agents, cutting-edge technology, and 24/7 customer support.

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But what does outsourcing really cost?

In this guide, we’ll break down the key cost factors, compare pricing models, and help you understand how outsourcing can maximize both efficiency and savings.

Factors That Influence Customer Service Outsourcing Cost

Several elements determine how much you’ll pay to outsource customer support. Understanding these can help you select a provider that delivers value without compromising service quality.

1. Scope of Services
More complex support—like technical assistance, multilingual agents, or omnichannel communication—involves higher-skilled agents and targeted training, which can increase costs.

2. Service Level Agreements (SLAs)
Need faster response times or 24/7 availability? High-performance SLAs require more staffing and infrastructure investment.

3. Volume of Interactions
As call, chat, and email volumes grow, so does the need for support coverage. However, high volume can lower per-interaction costs due to economies of scale.

4. Agent Location and Expertise
Onshore (U.S., Canada): ~$2,600 to $3,400 per agent/month
Offshore (e.g., Philippines, India): ~$1,000 to $2,000 per agent/month

5. Technology and Integration Needs
Implementing AI, CRM systems, or omnichannel tools adds upfront costs but often improves long-term efficiency and lowers total support spend.

6. Compliance Requirements
Industries like healthcare and finance often require agents trained in standards like HIPAA or PCI-DSS, which can raise service costs.

Industry Benchmarks: What Does It Cost to Outsource Customer Service?

Support Type	Average Monthly Cost per Agent
In-House	~$4,500
U.S.-Based Outsourced	~$2,600-$3,400
Offshore Outsourced	~$1,000-$2,000

Data by Outsource Consultants shows that by outsourcing brands can see up to 40–50% savings compared to managing an internal support team. These savings stem from reduced hiring, training, technology, and infrastructure expenses.

Call Center Outsourcing Pricing Models

Per-Minute Pricing
Pay only for actual talk time. Ideal for businesses with low to moderate volumes, but can lead to availability gaps if outsourcing partner doesn’t have a scalable team.

Hourly Rate
Pay per hour for dedicated agents. This ensures consistent support and deeper brand familiarity but may carry higher fixed costs.

Per-Interaction Pricing
Pay per resolved case be it a call, chat, or email. Great for predictable volumes, but can spike during peak seasons.

Flat Monthly Rate
A fixed monthly cost for a bundle of services. Offers predictable budgeting, though may include volume thresholds.

Which is best? It depends on your contact volume, support complexity, and budget flexibility.

Cost Benefits: Why Outsourcing Saves You More

1. Lower Infrastructure Costs
Skip the expense of office space, hardware, and software licenses.

2. Reduced Employee Overhead
Cut recruitment, training, and benefits-related costs.

3. Scalability On-Demand
Easily scale up or down during seasonal demand without additional overhead.

4. 24/7 Customer Support
Offer round-the-clock assistance without stretching internal teams.

5. Access to Advanced CX Tech
Leverage tools like AI chatbots, data analytics, and seamless CRM integration.

How to Choose the Right Outsourced Customer Support Partner

Not all providers are created equal. Here’s what to look for:

Industry Experience
Proven success within your vertical ensures familiarity with compliance and customer expectations.

Cultural and Brand Fit
Your outsourcing team should sound and act like an extension of your in-house staff.

Tech Capabilities
Look for automation, CRM integration, and data analytics features.

Clear Pricing Structure
Transparent costs with no hidden fees.

Flexibility
Providers should accommodate business growth, volume spikes, and shifting customer needs.

Why Working Solutions?

We deliver scalable, U.S.-based CX support with a flexible pricing model tailored to your business. Our experienced agents and tech-driven solutions help brands lower costs—without lowering standards.

FAQs: Customer Service Outsourcing Cost

Q: What is the average hourly rate for outsourced customer service?

A: Rates vary from $8–$15/hour offshore and $28–$38/hour for U.S.-based agents depending on complexity and contract terms. (Source: Assembled)

Q: Is it cheaper to outsource or keep customer support in-house?

A: Outsourcing often results in up to 50% cost savings, especially when factoring in recruiting, training, technology, and management. (Source: Deloitte)

Q: Can I outsource part of my support team only?

A: Yes. Many businesses choose a hybrid model to balance savings with internal team strengths.

Final Thoughts: Is Outsourcing Right for You?

Outsourcing your customer service isn’t just a cost-cutting tactic—it’s a strategic move that unlocks agility, enhances customer experience, and allows your team to focus on what they do best.

Whether you’re scaling up or streamlining, Working Solutions can help you deliver consistent, high-quality service at a fraction of the in-house cost.