Dedicated call center agents, priced per seat
With per-seat pricing, KCG BPO assigns agents who work only on your account from our operation in Kingston, Jamaica. You pay a fixed rate for each agent seat, so costs are predictable and you can add or remove seats as your volumes change.
What's included
- Agents dedicated exclusively to your account
- Full-time or part-time seats
- Recruitment and account-specific training
- QA monitoring and agent scorecards
- Monthly performance reporting
- Seats added or removed as your volume changes
Who it's best for
- Steady, predictable contact volumes
- Programs where agents need deep knowledge of your products and systems
- Companies that want an outsourced team that works like an extension of their own staff
How pricing works
You pay a fixed rate for each agent seat. The rate depends on the seat type (full-time or part-time), the hours of coverage you need, the channels agents handle (voice, email or chat) and the complexity of the work. Tell us about your program and we will send a quote.
What we measure and report
Targets for these metrics are agreed with you before launch and reported throughout the engagement.
- Service level
- The share of contacts answered within an agreed time, for example 80% of calls within 20 seconds.
- Average speed of answer
- How long customers wait, on average, before reaching an agent.
- First contact resolution
- The share of issues resolved on the first contact, without a follow-up.
- Customer satisfaction (CSAT)
- How satisfied customers say they are after an interaction.
- Quality score
- Scores from call monitoring against your quality scorecard.
Why run it from Jamaica?
Our agents work from Kingston, Jamaica, where English is the official language and the time zone (UTC−5, with no daylight saving) overlaps the full North American business day. Learn more about outsourcing to Jamaica.
How Onboarding Works
Most programs go live in 2–4 weeks, depending on complexity
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Discovery
We learn about your customers, channels, volumes, service levels and how success will be measured.
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Program design and recruitment
We agree the engagement model, set up workflows, and recruit agents matched to your program.
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Training and integration
Agents are trained on your products, tone of voice and systems, and we connect and test our platform with your tools.
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Go-live and ongoing QA
We launch, monitor quality and report performance so the program keeps improving.
Dedicated Agents: Common Questions
What is per-seat pricing in a call center?
Per-seat pricing means you pay a fixed rate for each agent assigned to your account, rather than paying for each call or minute. The agents work only on your program, so they build up product knowledge and your monthly cost is predictable.
How is per-seat pricing different from per-minute pricing?
Per-seat pricing buys dedicated agents for a fixed rate, which suits steady volumes. Per-minute pricing charges only for the time agents spend on your calls, using a shared team, which suits variable or unpredictable volumes.
How long does it take to launch a dedicated team?
Typical onboarding takes 2–4 weeks, depending on complexity. That covers account setup, recruiting and training agents, connecting systems and quality testing.
Other engagement models
Ready to talk about dedicated agents?
Tell us about your volumes, hours and channels, and we'll send a tailored quote.