Help desk service providers apply different payment models.
Pay per ticket
According to this metric, you should pay for every incident (ticket) your customer resolves with the help of your support service. The average cost of a ticket is usually about $20.
Pay per call
Here, you pay for every call managed by your outsourced helpdesk service. Although seemingly straightforward, the model may lack efficiency, as some issues require several calls for a complete resolution.
Pay per minute
This approach implies payments for each agent's time to address a specific issue. To avoid excessive expenses, you should apply the model when the average talk duration is short.
Pay per agent
This approach incurs a flat rate per help desk technician. You get dedicated agents aware of your systems and processes for ultimate support.