Next, you optimise your payment for the outsourced team. There are 3 pricing models on the market.
- Cost per reply. Pay per each reply to each customer your agent makes. This pricing model can be good for phone or live chat support in case you have long and detailed discussions. WARNING: you have to make sure your agents are not just farming replies by providing uninformative answers and forcing the customers to reach for support again and again.
- Cost per hour. Pay per each tracked hour. This model allows you to calculate your monthly spendings on customer support department. WARNING: you need to calculate yourself how many tickets your agents usually solve per hour. This value will allow you to check their performance (as well as decency) and predict future workload.
- Cost per solved case. Pay per each closed ticket / case / phone call / chat inquiry. This model is good if you have long conversations that require a ton of replies and take several days to finish. WARNING: you have to check how your support agents complete requests, and if they close tickets intentionally to inflate cases quantity.