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Frequently Asked Questions

Q: What are the different pricing structures for offshore customer service providers, and which is best for a scaling D2C brand?

Common pricing structures for offshore customer service providers include per-agent (FTE) pricing, per-ticket or per-hour pricing, and outcome-based pricing. For scaling D2C brands earning $5M or more in revenue, per-FTE or hybrid models combining FTE with volume bonuses often work better during demand spikes and seasonal sales periods.

Offshore Outsourcing Models

What are the different pricing structures for offshore customer service providers, and which is best for a scaling D2C brand?

As per general market understanding, some common pricing structures for offshore customer service providers include a) Per-agent (FTE) b) Per-ticket or per-hour c) Outcome-based pricing For scaling D2C brands (earning $5M+ revenue), “per-FTE” or “hybrid” (FTE + volume bonus) may work better during demand spikes and seasonal sales periods.

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