“What does it cost?” is one of the first questions business owners ask when they consider outsourcing their customer service. The honest answer: it depends on your situation. In this article you will read which factors determine the costs, which pricing models are common and how to weigh cost against quality.

The factors that determine the costs

Channels

Phone support requires agents who are available at fixed times. Email and marketplace messages are easier to plan. How many channels you outsource, and which ones, partly determines the effort required.

Volume

The number of customer questions per month is one of the most important factors. It is not only about the average, but also about peaks, for example around holidays or promotions.

Availability

Customer service during office hours requires a different effort than availability in the evenings, at weekends or even 24/7.

Complexity

A webshop with simple delivery questions is different from a company with technical products, custom work or extensive warranty procedures. The more complex the questions, the more knowledge and time each contact requires.

Languages

Customer service in several languages requires agents with the right language skills.

Common pricing models

You will see different models on the market, often in combination:

  • Per contact: you pay per handled call, email or ticket.
  • Per hour or per agent: you pay for the capacity deployed.
  • Fixed monthly price: for an agreed package of availability and volume.
  • Set-up costs: for setting up channels, knowledge transfer and onboarding the team.

Each model has pros and cons. Paying per contact is transparent when volumes vary; fixed capacity gives more predictability when volume is stable.

Cost versus quality

The cheapest option is rarely the best. Customer service is often the only direct contact a customer has with your business. Poor service costs you customers, reviews and repeat purchases, and in the end that is more expensive than a good partner.

So do not just look at the price, but also ask:

  • Does the partner work with a dedicated team that gets to know your business?
  • Is there a knowledge base and careful knowledge transfer?
  • Do your customers talk to real people, or to a bot?
  • Do you get reporting and a fixed contact person?

What does customer service at Mijnsupportdesk cost?

We do not use standard prices, because no two customer service operations are the same. After an introduction you receive a tailored proposal, based on your channels, volumes, required availability and the complexity of your processes. See our solutions or request a quote straight away.