Benchmark · Resources
What does an hour of outsourced customer service cost?
Indicative all-inclusive hourly rates by region: staff, management, technology and infrastructure. Few advisors publish them. We think buyers should know the market before the first meeting.
All-inclusive hourly rate, in US dollars
Typical market range per region
These rates are general market benchmarks, given for information only. Actual pricing varies widely with the project. For country-by-country rates and the real total cost of ownership, read our nearshore vs offshore cost comparison.
What moves the price
Skills required
Technical support, regulated sectors or rare languages cost more than standard customer service.
Monthly volume
Larger, stable volumes lower the hourly rate; small or very seasonal ones raise it.
Opening hours
24/7 coverage, nights and weekends cost more than business hours.
Service complexity
Channels, tools to integrate, training time and quality targets all weigh on the final price.
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