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Customer Service Blog


How does pay-per-use customer support work?

by Bart Kuipers | November 01, 2016

Pay-per-use isn’t a new concept by any stretch. For years now, companies from more and more industries have started offering (and have been disrupted by others offering) ‘pay-per-use’ or ‘metered’ services. Think of Uber, Airbnb, Zipcar, Google’s Project FI, Pay-per-view, etc. The list goes on.

The rise of the pay-per-use model makes perfect sense. Consumer and businesses alike don’t want to pay for the things they don’t use, and demand full transparency into what they do pay for. So why should customer support be any different? Why would you pay an hourly rate regardless of how that hour is spent? Well, luckily, you don’t have to.



With 5CA’s pay-per-use model, you’ll be charged per minute, and only when we’re working for you.

To take advantage of the pay-per-use model in customer service we need to be able to estimate a fair rate. To come up with an initial estimate, we calculate the expected incoming support volume based on support channels, operating hours and service levels.

We use those criteria to come to a rate per minute, which includes the use of our pool of knowledgeable support agents, our systems and delivery of advanced reports which give you insight into your customers’ needs.

pay-per-use customer support

A minimum volume is charged to guarantee quality of service. For tasks like escalation handling, quality assurance, training and content creation you pay hourly fees, and project management is charged as a percentage of your monthly usage.

For any new client, a one-off implementation fee applies for training and technical set-up. After the project implementation is completed, the pay-per-use model kicks in.



The truth is this: if you’re not using pay-per-use customer service you’re leaving a lot of money on the table.

The most obvious benefit is cost reduction. What this means in practice is that you are able to serve more customers for the same cost, which surely benefits customer satisfaction.

If your business requires multilingual support, then pay-per-use is even more ideal. For the cost of one FTE we can help you to support Europe, covering the most common languages (EFIGS). And since 5CA offers a global support solution, you have the option to support different regions under one virtual roof. How great is that?

Curious about how pay-per-use can work for you? Get in touch with us here.


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Bart Kuipers

Bart Kuipers

Marketing Lead Bart works from the Netherlands where he’s always on the hunt for that one opportunistic keyword while tweaking his meta descriptions and obsessing over click-through-rates. When he’s not knee deep in Google Analytics data, Bart likes to unwind by going for a run or firing up the PlayStation.

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