Invoicing models.

Call Center, Billing / By

There are different billing models. None is better than the other: it is simply a matter of choosing which model best suits your needs.

Basically there are 3 billing models: per event, per hour or mixed. With us, you will never have to choose a single model or keep it if it is no longer convenient or efficient: we adapt to your needs.

 

Billing per event


In this model, the events managed are invoiced. The advantage over other models is that there is no fixed cost, but it varies depending on the volume of interactions: if there is no volume, the cost goes down to the agreed minimum. Normally, there is always a minimum cost for the maintenance of the service, related to the maintenance of the different teams and the structure. 

In this model, you do not have a team dedicated exclusively to your project but a project manager who is in charge of being the POC with you and of transferring and updating knowledge. 

Calculations for costs per event are normally based on cost per minute, as our service agents help customers to solve their problems or queries and these actions take time. Time spent on the phone, time spent on jacks or average response time are used as the basis for calculating the billing process.

Further information

Hourly billing

 

In this model you have a dedicated team that is 100% dedicated to your project, regardless of whether there are more or less interactions.

 This model is usually chosen for projects where clients prefer to create a team either because there is already a similar model in-house and they wish to replicate that model or because they simply feel more comfortable knowing that there is a dedicated team with whom they have complete availability to deal with them and decide on their tasks.

 

Mixed model

The mixed model is exactly that: a mixed model, a mixture of the two.

An example of this model would be a project in which there is a core staff, a minimum dedicated team and on the other hand the interactions that this team cannot handle are handled on a cost per event basis.

 

Conclusions. Advantages of each model and how to choose.

Choosing one model or another depends on a multitude of factors. We usually propose one of the models once the project has been clarified, but the decision, obviously, is always yours.

Transparency with data and statistics and the non-permanence policy (as in the contract) always apply to all models in the chosen model.

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