Cost Calculator: Inhouse versus Outsourced Customer Support
Step 1: Inhouse versus Outsourced Management
Current Managers
How many CS Team Managers lead your team?
Salary ($)
In USD, what do you pay annually for each manager?
Subtotal ($)
Your current expense
Outsourced Provider
# of Managers Rush Order provides
Total ($)
That's right. Management Is typically included
Step 2: Inhouse versus Outsourced Agents
Current Agents
How many CS agents are on your team?
Salary ($)
In USD, what do you pay annually for the average agent?
Subtotal ($)
Your current expense
Outsourced Provider
# of Agents Rush Order provides
Total ($)
Your total outsourced agent expense
Step 3: Help Desk Software
Current HelpDesk
How many helpdesk licenses do you pay for? Ex: Zendesk, Kustomer, Intercom, etc.
Expense ($)
Annual cost, per license (USD)
Subtotal ($)
Your current expense
Outsourced Provider
# of help desk licenses outsourcer provides
Total ($)
Your New total help desk expense should be about the same as inhouse
Step 4: Quality Assurance / Training Managers
Current QA Leads
How many full time Quality Assurance (QA) or Training Managers do you have?
Salary ($)
Annual Salary, Per QA Leader
Subtotal ($)
Your current expense
Outsourced Provider
# of QA Managers Rush Order Provides
Total ($)
That's right. A Quality Assurance Leader Is typically included when outsourcing!
Step 5: Quality Assurance Software
Current QA Tool
How many Quality Assurance Software licenses do you pay for? Ex: Playvox, MaestroQA, Stella, etc.
Expense ($)
Annual cost, per license (USD)
Subtotal ($)
Your current expense
Outsourced Provider
# of QA licenses Rush Order provides
Total ($)
That's right. QA software Is typicially ncluded!
Conclusion: See Your Savings
Your Current Total Inhouse Expense ($)
Your Current Annual Expense
Your Total Outsourcing Expense ($)
Your Future Annual Expense
Your Savings by Outsourcing ($)
Future Annual Savings
Should be Empty: