Even under the best of circumstances, it takes at least three months to staff and equip a major call centre. Virtual call centres have several physical locations tied together as if they were in one place. Customers dial a single national number. A virtual system can thus flex its capacity readily without wasting money on extra desks. The Compensation Corner Inbound call centres compensate staff by straight hourly pay related to call volumes.
Call centres charge their clients for reps' time and other account costs, plus a markup for profits.
Call centres often charge a minimum labour rate for training time but will have to add equipment and communication costs for call work. Some call centres take compensation by performance-per lead generated or qualified or per sale. That way, you know all the charges. Your relationship with a call centre may be the best decision your company ever made or it could be a total disaster. Jayanta Chatterjee, Visiting Faculty, IIT Delhi.