Understanding the true cost of call center outsourcing requires looking beyond hourly rates. This guide breaks down all cost components and helps you calculate your total investment.
**Per-Agent (Dedicated Team)**: You pay a fixed monthly rate per full-time agent. Typical range: $1,500-2,500/month nearshore, $3,500-5,000/month onshore. This includes the agent's salary, benefits, workspace, technology, supervision, and QA.
**Per-Hour**: You pay for actual hours worked. Range: $8-15/hour nearshore, $18-25/hour onshore. Best for variable volumes.
**Per-Ticket/Interaction**: You pay per resolved ticket. Range: $2-8/ticket depending on complexity. Risk of scope creep.
**Outcome-Based**: You pay based on results (sales made, appointments set). Higher per-unit cost but lower risk.
| Region | Hourly Rate | Monthly/Agent | Savings vs US |
|---|---|---|---|
| US/UK Onshore | $22-30 | $4,500-6,000 | — |
| Eastern Europe | $12-18 | $2,500-3,500 | 40-50% |
| Morocco (Nearshore) | $8-15 | $1,500-2,500 | 50-65% |
| India (Offshore) | $6-10 | $1,200-2,000 | 60-75% |
| Philippines (Offshore) | $8-12 | $1,500-2,500 | 50-65% |
**Total Cost of Ownership = Agent costs + Setup + Technology + Management overhead + Travel + Contingency (10%)**
For a 20-agent nearshore team from Morocco: - Agent costs: 20 × $2,000 = $40,000/month - Technology: $2,000/month (if not included) - Management overhead: $3,000/month - Travel: $1,500/month (amortized) - **Monthly TCO: ~$46,500**
Compare to in-house (20 agents in France): ~$90,000/month
**Annual savings: ~$522,000** (58% reduction)
**Want a custom cost analysis?** [Request a free quote](/en/contact) in 24 hours.
CALL IT DEV — Software, AI and dedicated tech teams — Casablanca | Madrid | Dubai — contact@callitdev.com — +212-537-373777