Outsourced Call Center Pricing Guide for 2025

Outsourcing customer service is a strategic decision for businesses aiming to enhance customer experience while managing operational expenses. However, the cost structures in this industry vary widely, and selecting the right pricing model is critical. In this blog, we explore the three primary customer service outsourcing pricing models—Pay-Per-Resolution, Pay-Per-Hour, and Fixed Price—offering insights into their workings, cost structures, and suitability for different business scenarios.

Outsource Customer Service Cost Insights

There are three primary customer service outsourcing pricing models, each with its own advantages and drawbacks. To choose the most suitable option, it's essential to evaluate factors such as your regular workload versus peak demand, the cost of in-house hiring compared to outsourcing, and the complexity of your customer inquiries. Let’s explore all three pricing models and the costs associated with them. 

1. Per Resolution Cost (Pay-Per-Use Pricing Model)

This is one of the most cost-efficient outsourced customer service pricing models. Clients will be charged per resolution. In other words, businesses are charged only for successfully resolved customer issues. A "resolution" is typically defined in the service level agreement (SLA) and may include:

• Fully addressing a customer’s inquiry or issue without the need for follow-ups.
• Meeting specific first-call resolution (FCR) benchmarks.
• Achieving a positive customer satisfaction (CSAT) score.

According to our research, standard outsourcing customer service pricing in a pay-per-resolution model costs $3 to $9 per resolution, with an average of $5 in 2025. 

This rate varies according to 

• The complexity of queries, 
• Regulatory requirements in some industries (for example, some industries in the US require only US-based support representatives), 
• Need for support in some special time zones and languages, 
• Software license requirements, and 
• The client's unusual support needs are in peak seasons. 

Some outsourcing companies use augmented AI to reduce the per-resolution cost even further. 

The main benefit of this approach is that it adapts easily to fluctuating demand. Businesses only pay for resolutions, avoiding fixed costs during periods of lower customer activity.

Example: Crescendo.ai leverages next-gen augmented AI tools to optimize resolutions, combining automated responses with human expertise for complex issues. Its dual approach ensures high-quality service while minimizing costs. Here, clients are billed only for successful outcomes. Book a demo and share your current CX expenses, and Crescendo guarantees pricing at least 20% lower than your existing in-house or outsourced customer service costs.

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How Pricing Packages Are Structured in the Pay-Per-Use Pricing Model

In the pay-per-use pricing model, outsourcing companies typically offer a credit-based system. Businesses purchase credits upfront, which are valid for a pre-determined period, such as a few months, a quarter, a year, or even an unlimited timeframe, depending on the agreement.

Example of Credit Usage

Consider Company XYZ, which typically receives 500 support tickets per month under normal circumstances and 1,200 to 1,400 tickets during a 3-month peak season each year.

To accommodate this demand:

1. The company estimates an annual ticket volume of 8,100 to 8,500 tickets.
2. If the outsourcing provider charges $3 per resolution, Company XYZ will pay $24,300 to $25,500 upfront to purchase the required credits for the year.

Handling Unused or Exhausted Credits

1. Exhausted Credits
   If the company uses all its credits before the year ends, it can simply purchase additional credits to cover the remaining ticket volume.
2. Unused Credits
   If the company receives fewer queries than the purchased credits, the unused credits are typically lost. However, some outsourcing firms may allow unused credits to be carried forward to the next period, providing greater flexibility. Crescendo provides this level of flexibility with its Augmented AI solution.

2. The Pay-Per-Hour Pricing Model 

The pay-per-hour pricing model is one of the most traditional and straightforward approaches to outsourcing customer support. Under this model, businesses are charged a fixed hourly rate for each support agent assigned by the outsourcing provider. 

The cost of outsourced customer service varies significantly, ranging from $7 per hour in countries like India and the Philippines to as much as $65 per hour in countries such as Australia in 2025.

In a pay-per-hour structure:

1. The outsourcing company provides agents at a pre-determined hourly rate.
2. Businesses specify the required number of agents and hours of operation.
3. The cost is calculated based on the number of agents, their hourly rate, and the hours worked.

For example:

• A business needs 5 agents, each costing $16 per hour.
• The agents work 40 hours per week.
• The weekly cost is calculated as: 5×16×40=$3,200 per week 

This model typically works on a fixed schedule, whether full-time (8 hours/day, 5 days a week) or 24/7 coverage.

Outsource call center pricing insights for the pay-per-hour model

United States: According to ZipRecruiter, the Average salary of in-house custom support representatives in the US is $18.80 in 2025. This is just a base salary and doesn’t include other benefits, management expenses, software expenses, etc. If you’re planning to outsource these services to a US-based call center, it’d cost you $28-$40 per hour per agent. 

Asia (Especially India, Philippines, and Pakistan): According to our research, outsourcing companies in Asia typically charge between $7 to $16 per hour per agent. While this pricing is competitive, businesses should carefully consider potential challenges such as language barriers, time zone differences, and cultural nuances when outsourcing customer support to these regions.

Australia: Outsource customer service cost in Australia $40 to $65 per hour per agent. This is due to the high labor cost in Australia. According to talent.com, the average customer service representative’s pay is $33.27 per hour, which is significantly higher than in the US and other countries. 

Latin America: Due to lower labor costs in Latin American countries, call center outsourcing costs range between $12 to $19 per hour in 2025, with an average of $14 per hour in 2025. 

Drawbacks of the Pay-Per-Hour Model

1. Paying for Idle Time
   • The most significant drawback is that businesses are billed for agent hours regardless of ticket volume.
   • For instance, during periods of low customer activity (e.g., late nights or weekends), businesses still pay the same rate, leading to inefficiencies.
2. High Costs for 24/7/365 Support
   • Providing round-the-clock support becomes highly expensive under this model, as it requires multiple shifts and continuous staffing, even during low-demand timeframes.
3. Inflexibility During Peak Demand
   • The model lacks adaptability for sudden surges in demand.
   • Outsourcing companies may not be able to quickly assign additional agents during peak hours or high-demand days, resulting in delays or overwhelmed agents.

Note: Some outsourcing companies offer per-minute billing, but this model is typically very expensive and unpopular. That’s why we have excluded it from this article.

3. Fixed Price Outsourcing Call Center Pricing Model

In the fixed price model, outsourcing companies charge clients a predetermined fee for a specified duration, such as a month, quarter, or year. The pricing is calculated based on several factors, including:

• Client Needs: Regular ticket volume, as well as workload fluctuations during slow and peak periods.
• Support Hours: Whether the client requires standard business hours (e.g., 8 hours/day) or 24/7 support.
• Request Complexity: The level of expertise required to handle customer queries.
• Languages: The number of languages in which support is needed.
• Training Requirements: Any specific onboarding or training needs for support agents.

Once these factors are assessed, the outsourcing company provides a fixed rate. This approach simplifies planning for clients, as they do not need to manage staffing or worry about workload fluctuations.

Benefits and Drawbacks

Advantages for Clients:

• Predictability: Fixed pricing allows for straightforward budgeting without concern for variable ticket volumes.
• Hands-Off Approach: Clients do not need to manage the number of agents or adjust for workload changes.

Risks for Outsourcing Providers:

• Resource Allocation Challenges: Providers may need to scale up staffing during peak times or periods of rapid business growth without additional compensation from the client.
• Risk Mitigation: To offset these risks, providers typically include a high margin in their pricing.

As a result, while this model is convenient for clients, it often proves expensive due to the "built-in risk premium" charged by the outsourcing provider.

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How Crescendo Reduces Customer Service Costs with Augmented AI

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Crescendo.ai leverages next-generation Augmented AI technology to deliver exceptional customer experiences while significantly reducing support costs. Crescendo guarantees a reduction in your existing customer support costs by at least 20%.  

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• AI-Driven Automation: Routine and repetitive tasks, such as answering FAQs or processing simple inquiries, are fully handled by AI. This reduces the workload on human agents, allowing them to focus on complex, high-value interactions.
• Human Expertise: Routine tasks are handled by AI, while a team of over 3,000 skilled agents addresses complex support requests that AI cannot resolve. This hybrid approach ensures that all customer queries are solved effectively and accurately.
• Dynamic Workflows: The platform intelligently routes tickets to the most appropriate resource, minimizing delays and maximizing efficiency.‍
• Pay-Per-Resolution Model: Unlike traditional hourly or fixed-price models, Crescendo operates on a pay-per-resolution pricing structure, where businesses are charged only for successfully resolved customer issues. This eliminates costs associated with idle time or unresolved tickets, providing a direct alignment of spending with value delivered.