Outsourced customer support pricing spans a wide range โ real published rates run roughly $7 to $42 per hour, with most brands landing between $10 and $18/hour effective.
What drives the rate
Direct answer: Delivery location is the biggest factor: offshore roughly $7-16/hr, nearshore $12-22/hr, US onshore $28-42/hr.
Other factors
- Scope โ email-only vs. omnichannel plus order/billing ops.
- Coverage hours โ business-hours vs. genuine 24/7/365.
- Platform integration depth โ native helpdesk work vs. a separate system.
What the headline rate doesn't tell you
An hourly rate doesn't capture ticket volume or resolution speed โ a provider with higher first-touch resolution may cost less in total hours even at a higher rate.
Frequently asked questions
Not inherently โ quality depends on training and platform fluency more than geography.
No โ total cost depends on hours needed to hit SLA targets.