How Much Does It Cost to Outsource a Call Center? A Practical Pricing Guide

Struggling to figure out if outsourcing your call center is the right financial move? The short answer: you can expect to pay anywhere from $8 to over $35 per agent, per hour. The final price tag, however, depends heavily on where the provider is located, the pricing model you choose, and just how complex your needs are.

The goal isn’t just to find the cheapest option. It’s about finding a partner that delivers the best value and a real return on your investment. This guide breaks down the real numbers to help you make a smart, strategic decision for your business.

TL;DR: Call Center Outsourcing Cost Summary

• Average Cost: The typical cost to outsource a call center ranges from $8 to $35+ per agent per hour.
• Location is Key: Nearshore locations like Tijuana, Mexico, offer a sweet spot of $8-$18/hour, providing significant savings over US-based onshore centers ($20-$35/hour) without the cultural and time-zone gaps of offshore providers ($6-$14/hour).
• Pricing Models Vary: Your final bill depends on the structure—per-hour, per-minute, dedicated agent, or performance-based—each suited for different business needs and call volumes.
• Hidden In-House Costs: A true comparison must include the total cost of an in-house team (recruiting, benefits, tech, overhead), which can be 60-70% higher than an agent’s base salary. Outsourcing converts these unpredictable expenses into a single, manageable fee.

How Location Impacts Call Center Outsourcing Costs

Without a doubt, the single biggest factor driving your cost is geography. Where your outsourcing partner operates directly impacts labor costs, which are always the largest slice of the pie. This geographical difference creates three distinct categories of outsourcing, each with its own cost structure.

Onshore vs. Nearshore vs. Offshore: A Cost Breakdown

To get a handle on potential expenses, it helps to compare the main outsourcing locations. Each one offers a different blend of price, quality, and operational chemistry with your business.

• Onshore (US/Canada): This is the premium choice. It guarantees zero language or cultural barriers but comes with the highest price tag due to higher wages and operating costs.
• Nearshore (Latin America): This model hits a strategic sweet spot. Partners in countries like Mexico offer significant cost savings, strong cultural alignment with North American customers, and work in similar time zones.
• Offshore (Asia/Eastern Europe): This is usually the most budget-friendly route. While the cost savings are compelling, it can introduce challenges with large time zone gaps and cultural nuances that might not click with your customer base.

Estimated Hourly Rates for Call Center Outsourcing by Region

The table below gives you a bird’s-eye view of average hourly agent rates across different global outsourcing hubs. It’s a great starting point for seeing how each geographic strategy impacts your bottom line.

As you can see, the cost differences are significant. While offshore locations offer the lowest hourly rates, nearshore provides a powerful combination of affordability and operational synergy that is hard to beat for US-based companies.

The smartest outsourcing decision isn’t about finding the lowest hourly rate—it’s about maximizing value. A nearshore partner often delivers superior customer experiences at a fraction of the onshore cost, providing the ideal blend of savings and quality.

To see how all these pieces fit together, you can dive into our detailed call center outsourcing cost breakdown for a deeper analysis.

Decoding Common Call Center Pricing Models

Figuring out how much it costs to outsource a call center starts with understanding the different ways providers bill for their services. The right model for your business hinges on your call volume, its predictability, and your goals. Nailing this choice is key to keeping costs in check and ensuring you get real value from the partnership.

Think of it like choosing a cell phone plan. Do you need unlimited data, or does a pay-as-you-go plan make more sense? Call center pricing works on a similar logic, with different structures built for different business needs. Let’s unpack the most common models.

Per-Hour Model

The per-hour model is as straightforward as it gets. You pay a fixed hourly rate for each agent working on your account. This is a great fit for businesses that need consistent, ongoing support where agents are juggling a mix of calls, emails, and chats. It provides predictable monthly costs, which makes budgeting a breeze.

• Best For: Companies with steady, predictable call volumes or those needing agents to handle multiple support channels simultaneously.
• Real-World Example: An e-commerce brand that needs 24/7 support knows they require at least two agents online at all times to manage phone calls and live chat. Paying per hour guarantees that coverage without any surprises.

Per-Call or Per-Minute Model

This is your classic pay-as-you-go plan. With a per-minute or per-call model, you’re only billed for the exact time an agent is actively interacting with a customer. It’s a fantastic option for companies whose call volumes swing wildly or are unpredictable. If you have a slow month, your bill drops. If a marketing campaign causes a spike in calls, your costs go up to match.

• Best For: Businesses with seasonal peaks (like retail during the holidays), companies running short-term campaigns, or anyone without enough consistent volume to justify a dedicated agent.
• Real-World Example: A startup launching a new product might use a per-call model to handle the first wave of customer questions without committing to a full-time team right out of the gate.

Dedicated Agent Model

Often viewed as a premium option, the dedicated agent model means you have specific agents working only on your account. These agents become deeply embedded in your brand and processes, acting as a true extension of your in-house team. This approach is less about handling raw volume and more about building a specialized knowledge hub. Billing is typically a flat monthly rate per agent.

• Best For: Businesses with complex products, a focus on high-touch customer relationships, or a need for deep brand expertise.
• Real-World Example: A SaaS company with a technical product uses a dedicated team model. This ensures that every customer speaks with an agent who intimately knows the software, leading to faster resolutions and higher satisfaction.

Performance-Based Model

This is the most results-oriented model. With a performance-based model, you pay your outsourcing partner for hitting specific, measurable goals—like sales closed, leads generated, or appointments set. This model directly links your costs to your revenue, putting your partner’s incentives in perfect alignment with your own.

• Best For: Sales-focused campaigns, appointment setting, lead qualification, or any activity where success can be clearly measured by a specific action.
• Real-World Example: A B2B software company might pay its nearshore partner a set fee for every qualified demo they book with a potential client. They only pay for tangible results.

Picking the right structure is a huge piece of a successful outsourcing strategy. For a deeper dive, check out our strategic guide to smart sourcing.

What Drives the Final Cost to Outsource a Call Center?

Once you’ve picked a pricing model, you’re only looking at the sticker price. To get the real, out-the-door cost, you have to look under the hood at the details that will shape your final quote. A good provider won’t just throw a rate card at you; they’ll dig in to understand these drivers and build a solution that makes sense for your budget and your customers.

Here are the key factors that will influence your final bill.

Call Volume and Predictability

The number of interactions your team will handle is the bedrock of your cost. High, steady volumes almost always unlock better per-unit pricing due to economies of scale. In contrast, unpredictable volumes are trickier—and more expensive—to manage because the provider must staff for potential surges, paying for readiness, not just activity.

Complexity of Service

Not all customer interactions are created equal. The level of skill and training required from an agent will have a huge impact on your costs.

• Tier 1 (Basic Support): Simple, often scripted tasks like password resets and order status lookups.
• Tier 2 (Technical Support): Troubleshooting product bugs or walking users through complex processes. Agents need real product expertise.
• Tier 3 (Specialized Expertise): Requires licensed professionals like nurses for healthcare triage or certified financial advisors. This is the most expensive tier.

The main takeaway is that complexity commands a higher price. Simple tasks can be handled by a wider talent pool, but specialized support demands investment in top-tier, well-trained agents.

Channels and Technology

Today’s support is omnichannel. Adding channels like email, live chat, social media, and SMS means more work for agents and a more sophisticated tech stack. An agent who can effectively juggle three live chats at once requires a different skillset than one who only handles phone calls, and that capability comes at a higher price.

Hours of Operation

Do you need standard 9-to-5 business hours, or a true 24/7/356 operation? Providing around-the-clock support means staffing overnight, weekend, and holiday shifts, which always carries a premium. Outsourcing is often a cost-effective way to achieve 24/7 coverage, as a BPO can spread those labor costs across multiple clients.

Language and Specialized Skills

If you serve a diverse customer base, you’ll need bilingual or multilingual agents. Agents fluent in multiple languages, especially high-demand pairs like English and Spanish, are part of a specialized talent pool and are compensated accordingly. The same goes for any other special skills, like proficiency with industry-specific software. A focus on agent retention and the value of stability is critical for maintaining this specialized talent.

Compliance and Security Requirements

If you operate in a regulated industry like healthcare or finance, you need a partner with certifications for compliance standards like HIPAA, PCI-DSS, or SOC 2. Maintaining these certifications requires significant investment in secure infrastructure, rigorous training, and ongoing audits. That cost is passed on, but it’s a non-negotiable expense that protects your customers—and your business.

Comparing the True Cost: In-House vs. Outsourced Teams

Deciding between building your own call center and partnering with an expert is a major financial decision. At first glance, the math seems simple—just compare an in-house agent’s salary to an outsourcer’s hourly rate. But this misses the point and can lead to an expensive miscalculation. The real question isn’t about salary; it’s about the Total Cost of Ownership (TCO).

The Hidden Costs of an In-House Team

When you run a team in-house, an agent’s paycheck is just the tip of the iceberg. The TCO includes dozens of indirect expenses that quietly inflate your true cost per agent.

These hidden costs include:

• Recruitment and Hiring: Job postings, recruiter fees, background checks, and interview time.
• Salaries and Benefits: Base wage plus payroll taxes, health insurance, retirement contributions, and paid time off.
• Training and Onboarding: Costs for trainers, materials, and the agent’s non-productive ramp-up time.
• Management and Supervision: Salaries of team leads, QA specialists, and managers.
• Technology and Infrastructure: Licensing for CRMs and phone systems, plus computers, headsets, and internet.
• Facilities and Overhead: Office space, utilities, and IT support.

When you add it all up, that “cheaper” in-house agent suddenly looks a lot more expensive.

Total Cost of Ownership: A Side-by-Side Comparison

Let’s get specific. The table below gives a realistic look at the annual expenses for a single in-house agent compared to the all-inclusive fee from a nearshore partner.

The numbers don’t lie. The fully-loaded cost of an in-house agent can easily be 60-70% higher than their salary suggests. Outsourcing rolls all those variable expenses into one consistent, manageable fee.

The strategic advantage of outsourcing is clear: you stop spending money managing a call center and start investing in a partnership that grows your business.

This financial flexibility means you can scale your support up or down instantly without the pain of hiring or layoffs. To see the full financial impact, explore our guide on the ROI of outsourcing call centers to save time and money.

Why Nearshore Is the Smartest Value Investment

When you research how much it costs to outsource a call center, the conversation splits into three paths: onshore, offshore, and nearshore. Onshore offers perfect cultural alignment but at a premium price. Offshore dangles the lowest labor costs but with potential operational headaches.

For most North American businesses, the smartest move isn’t at either extreme. It’s nearshore. Nearshore outsourcing isn’t a compromise—it’s the strategic sweet spot where cost, quality, and collaboration align perfectly.

The Power of Proximity and Cultural Alignment

The biggest edge a nearshore partner—like our team in Tijuana—provides is proximity. But this isn’t just about miles on a map; it’s about business synergy.

• Time Zone Alignment: Our teams work when you work. Forget late-night calls or waiting a day for an email response. Real-time problem-solving happens effortlessly during your business hours.
• Cultural Affinity: Nearshore agents understand North American culture. They get the conversational nuances, humor, and customer expectations, which leads to more natural, empathetic interactions that build brand loyalty.
• Effortless Integration: Being geographically close makes it easy to build a real partnership. Flying down for a site visit or training doesn’t require a trans-pacific flight and a week of jet lag.

Stronger alignment leads to higher first-call resolution rates, improved customer satisfaction (CSAT) scores, and a more cohesive, productive partnership that feels like a true extension of your own team.

A Direct Comparison: Nearshore vs. Offshore

To see the value, let’s put a nearshore and an offshore partner side-by-side.

While an offshore model might look cheaper on paper, the hidden costs of communication gaps and time zone delays add up fast. Nearshore delivers serious cost reductions without sacrificing the quality and collaboration that define great customer service. It’s this strategic blend that has so many businesses exploring the advantages of nearshore outsourcing.

Ready for a Quote? Let’s Talk Specifics

You’ve done the research. You understand the pricing models, cost drivers, and the strategic value of a nearshore partner. Now it’s time to turn that knowledge into a real number for your business.

Getting a clear, tailored quote doesn’t have to be complicated. We skip the guesswork to build the perfect solution for your needs, starting with a conversation to understand your business from the inside out.

What to Have Ready for Our Conversation

To help us build the most accurate and effective plan, having a few key details ready is helpful.

• Expected Contact Volume: What’s your best estimate for the number of calls, emails, or chats you handle per month?
• Hours of Coverage: Do you need support during standard business hours, or are you looking for 24/7 coverage?
• Key Tasks: What will the agents be doing? Is it straightforward customer service, technical troubleshooting, or proactive sales outreach?
• Service Level Goals: What are your targets for key metrics, like how quickly calls should be answered?

Don’t worry if you don’t have all the answers. Our team of experts is here to walk you through these details and help define your needs. A great partnership always starts with a great conversation.

Ready to find out exactly how much it costs to outsource a call center for your unique situation? Let’s connect. We’ll walk you through everything and build a transparent, no-obligation quote that fits your goals and your budget.

Contact CallZent Today to Get Your Custom Quote

Frequently Asked Questions About Call Center Outsourcing Costs

As you get closer to making a decision, a few practical questions often come up. Here are direct answers to the most common ones we hear.

Are there hidden fees in call center outsourcing contracts?

A reputable BPO like CallZent provides an all-inclusive price with no surprises—transparency is non-negotiable. However, it’s smart to know what to look for in any contract. Some providers might add extra charges for things like initial setup and onboarding, significant call volume spikes, custom reporting, or early termination. A trustworthy partner will walk you through every potential cost before you sign anything.

How quickly can an outsourced call center team get started?

One of the biggest advantages of nearshore outsourcing is speed. While hiring and training an in-house team can take months, a BPO partner has the talent and technology ready to go. For a typical customer service campaign, a provider can launch a fully trained team in just two to four weeks. This covers everything from agent selection and brand-specific training to technology integration.

How does outsourcing handle fluctuating call volumes?

Flexibility is the entire point. Your business has seasonal rushes, marketing pushes, and quiet periods. A good nearshore partner is built to scale right alongside you. Whether you need to add five agents for the holiday season or dial things back during a slower month, we can make it happen quickly. This agility transforms your customer support from a rigid, fixed cost into a flexible expense that perfectly matches your business needs.

Ready to see how a flexible, transparent BPO partnership can turn your customer support from a cost center into a true growth driver? The team at CallZent is here to build a high-performance solution that fits your business perfectly. Get in touch today for a custom quote!