Labor as % of Call Center Costs

Answers

• Posted at 12:00AM on Jan 1, 2005

  Val, we have seen ranges on this ratio and it also depends on the location of the call center. In the US, the direct labor cost can still be approximated at 50%. To give you a better idea, for an outsourcer, if the hourly rate is $25, then the labor cost could be around $10 of that, and another $10 for other costs. In the case of offshore locations like India and Philippines, the direct labor costs are lower but communications, training and some other costs are higher. -- Umesh Jain, Merging Elements

• Syed Nasim Posted at 12:00AM on Nov 6, 2008

  It varies from industry to industry and depends on the nature of revenue generated. My experience is that it can vary from 5%(at my current job) to 50%. Onshore, offshore and nearshore also effect the cost %.