Per-minute call center pricing: pay only for talk time
With per-minute pricing, you pay only for the minutes our agents spend handling your calls. Calls are answered by a trained, shared team in Kingston, Jamaica, which makes this a cost-effective choice for variable or unpredictable call volumes.
What's included
- A shared, trained agent team
- Support for variable call volumes
- No minimum commitment
- Real-time call tracking
- Monthly invoicing
Who it's best for
- Seasonal or unpredictable call volumes
- Overflow and after-hours coverage for an in-house team
- Businesses trying outsourcing for the first time
How pricing works
You are billed for talk time: the minutes agents spend on your calls. The per-minute rate depends on your call types, hours of coverage and the level of training your calls require. Invoices are issued monthly.
What we measure and report
Targets for these metrics are agreed with you before launch and reported throughout the engagement.
- Billable minutes
- Talk time on your calls, reported in real time and invoiced monthly.
- Service level
- The share of calls answered within an agreed time.
- Abandonment rate
- The share of callers who hang up before reaching an agent.
- 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.
Per-Minute Pricing: Common Questions
What is per-minute call center pricing?
Per-minute pricing means you pay only for the minutes agents spend on your calls, rather than paying for dedicated agents. Agents in a shared team handle your calls alongside other programs, which keeps costs low when volumes are uneven.
When should I choose per-seat over per-minute pricing?
Choose per-seat pricing when your volumes are steady or agents need deep product knowledge. Choose per-minute when volumes rise and fall, or when you need overflow or after-hours coverage.
Is there a minimum commitment?
No. Per-minute pricing has no minimum commitment, so you can use it for overflow, after-hours coverage or a trial before moving to a dedicated team.
Other engagement models
Ready to talk about per-minute pricing?
Tell us about your volumes, hours and channels, and we'll send a tailored quote.