Call centre pricing looks like a single per-seat number until the first invoice arrives with overages. The three common models bill different things, and the cheapest headline rate is often the most expensive at real usage.
Three billing models
| Model | Typical price | Best fit |
|---|---|---|
| Per seat | $15–$75/agent/month | Predictable headcount, voice-heavy teams |
| Per minute | $0.01–$0.06/minute | Low or seasonal volume |
| Per channel/usage | Varies by message or email | Omnichannel support with chat and email |
What is usually excluded
- Telephony carrier charges and number rental
- Call recording storage beyond a set retention window
- Workforce management and quality scoring modules
- CRM integration beyond a basic connector
- AI transcription and summarisation, often metered
Overage traps
Per-minute plans usually include a pool of minutes with a much higher rate beyond it. A seasonal campaign can double the bill in one month. Per-seat plans often price by “concurrent” seats, which is cheaper until every agent needs a licence at the same time. Ask for the rate card in writing, including the overage rate and how it is measured.
Estimating your monthly cost
Work from three numbers: agents online at peak, average handling time, and monthly contact volume. A team of ten agents handling 6,000 calls a month at four minutes each is 24,000 minutes. At $0.03 per minute that is $720 in usage before seats, recording, and modules. The same team on per-seat pricing at $45 lands at $450 for seats, with telephony billed separately — which is why per-seat often wins above a certain volume.
Questions to ask before signing
- What exactly counts as a billable minute?
- Is recording storage included, and for how long?
- Can we reduce seats mid-contract?
- What happens to historical call data if we leave?
FAQ
Is per-seat or per-minute cheaper?
Per-seat is usually cheaper for steady, high-volume voice teams. Per-minute suits seasonal or low-volume operations where agents are not online all month.
Do we need the workforce management module?
Only above roughly 15–20 agents, where scheduling and adherence materially affect service levels. Below that, a shared roster works.
How much does call recording cost?
Often included for 30–90 days, with per-gigabyte charges beyond that. Long retention requirements can add $50–$300 per month for a small team.
Can we integrate with our CRM?
Most platforms offer native connectors for major CRMs. Custom or on-premise systems usually need middleware, which is a separate cost.