How much does customer service outsourcing cost in the UK?

The honest answer is that it depends on the role, the volume and the standard you need. The useful answer is to compare like with like. Here is how.

Count the full cost of in-house

A salary is only part of an in-house hire. Add employer National Insurance, pension, recruitment, training, software, space and the cost of attrition. The fully loaded cost of a UK customer service advisor is well above the headline salary, and higher again in London.

Understand what you pay a partner

With an outsourcing partner you pay a delivered rate that already includes recruitment, training, management, tools and cover for absence. You are buying an outcome, not just a seat.

Where the savings come from

Savings come from delivery scale, lower overheads and the ability to flex capacity. They do not come from cutting quality. A good partner protects quality while reducing your cost.

Model it before you commit

Use a calculator to model an indicative figure for your role, region and team size, then ask your partner to confirm the exact number in a quote. Be wary of any figure that does not show its assumptions.

Beyond the rate

The cheapest rate is rarely the best value. Factor in quality, accountability and how quickly the partner can scale. A small difference in rate is easily lost to a large difference in performance.

Model your own numbers, ask for the working, and compare the full picture.