Pricing for outsourced customer support
We charge by the agent hour or by the dedicated monthly seat. Both include recruitment, training, a team lead, quality reviews and reporting. Founding clients pay no setup fee.
Starting rates
Your proposal confirms the exact rate after the scoping call. These are the rates we start from.
| Service | Per agent hour | Dedicated seat per month | Good for |
|---|---|---|---|
| Email, chat and social messages | from £10.50 | from £1,817 | Ecommerce and consumer brands |
| Phone and omnichannel | from £11.50 | from £1,990 | Brands with a phone line or callbacks |
| Technical support, Tier 1.5 to 2 | from £13.50 | from £2,336 | SaaS and software companies |
| Back office and claims | from £9.50 | from £1,644 | Order admin, claims, data work |
A dedicated seat is one full-time agent working 173 hours a month on your account only. Weekend and overnight hours add 15%.
What every rate includes
People
- Recruitment and five-step testing
- Paid training on your product
- A team lead for every 10 agents
- Replacement agents from our tested bench
Quality
- Weekly QA reviews of each agent's conversations
- Calibration sessions with your team
- Decision trees for your top contact reasons
- Macro and help-centre suggestions
Reporting and setup
- Daily summary in Slack
- Weekly scorecard
- Monthly review call
- Secure office, equipment and payroll in Morocco
Which pricing model fits you
Outsourcers price in three main ways. Each suits a different stage.
Per agent hour
You pay for the hours agents spend on your account. Best for a pilot and for queues that change month to month, because you can add or remove hours with notice.
Dedicated monthly seat
A fixed monthly price for a full-time agent who works only on your account. Best once volumes are steady, because the cost is predictable and the agent builds deep product knowledge.
Per resolution
A price for each solved ticket or call. It only works when you know your volumes and handle times well. We offer it after 90 days of real data, so neither side is guessing.
Savings calculator
Compare the fully loaded cost of an in-house team with a team in Tétouan.
- In-house cost per year
- £207,600
- Strait CX per year
- £108,990
- Strait CX per month
- £9,083
Both sides use 173 paid hours per agent per month. The defaults are typical fully loaded costs, so replace them with your own figures.
Get an exact quotePricing questions
Is there a minimum contract?
No long contract. After the 30-day pilot, either side can end the agreement with 14 days' notice for founding clients, or 30 days' notice on standard terms.
Is there a setup fee?
Not for our first five clients. After that, setup is quoted in the proposal and depends on how much training material we need to build.
How does billing work?
Monthly in arrears, in pounds, dollars or euros, with an hours report attached to every invoice.
Can we add seats for peak season?
Yes. Tell us six weeks ahead and we recruit and train surge seats on your current policies. You release them when the peak ends.
Why are your rates lower than a UK or US team?
Salaries, office costs and taxes in northern Morocco are lower than in London or New York. We pay our agents well by local standards, which is how we keep strong English speakers.