¿Cuánto Cuesta el Soporte al Cliente Externalizado?
Guía completa de costos de externalización de soporte: por agente, por ticket y por hora.
Customer Support Pricing Overview
Outsourced customer support costs $8–$50/hour or $1,500–$5,000/agent/month depending on region and model. Per-ticket pricing ranges from $1–$15/ticket. The cost depends on coverage hours, channels, language requirements, and whether you use shared or dedicated agents.
Pricing Models
- Dedicated agent: $1,500–$5,000/agent/month (full-time, your agent)
- Shared agent: $8–$25/hour (agent handles multiple clients)
- Per-ticket: $1–$15/ticket (pay only for resolved tickets)
- Per-contact: $2–$20/contact (chat, email, or call)
- Monthly bundle: Fixed hours or tickets for a set price
Cost Factors
- Coverage hours (business hours vs 24/7)
- Channels (email, chat, phone, social media)
- Onshore vs offshore vs nearshore
- Dedicated vs shared agents
- Language requirements
- Technical complexity of your product
- Volume and seasonality
- Quality requirements and SLAs
Cost by Region
Offshore (Philippines, India): $8–$20/hour, $1,500–$3,000/agent/month. Nearshore (Latin America): $12–$30/hour. Onshore (US, UK, EU): $25–$50/hour, $3,000–$5,000/agent/month. 24/7 coverage typically adds 50–100% to costs. Multilingual support adds 20–40%.
Freelancer vs BPO vs In-House
Freelance support agent: $10–$30/hour, best for very small operations. BPO company: $1,500–$5,000/agent/month, standard for scaling support. In-house team: $35,000–$55,000/year per agent, justified when support is a core differentiator or data sensitivity is high.
Hidden Costs to Watch For
- Training and onboarding (2–4 weeks per agent)
- Quality assurance and monitoring
- Technology platform (help desk, phone system)
- Telecom/communication costs
- Ramp-up time (lower productivity initially)
- Turnover and replacement costs
Questions to Ask Before Hiring
- What channels and hours do you support?
- How do you train agents on my product?
- What are your SLA targets for response and resolution?
- How do you measure quality and satisfaction?
- Can you scale up and down as needs change?
- What technology platforms do you use?
Get a Personalized Estimate
Use our AI-powered Cost Estimator to get a detailed customer support cost breakdown based on your volume, channels, and coverage needs.