Axendi’s cooperation and pricing models for contact center services

Choosing the right collaboration and pricing model for contact center outsourcing is critical for operational efficiency, cost predictability, and service quality.

At Axendi, we have been running projects for years in various formats, from full outsourcing to strengthening selected areas of customer service, always tailoring the solution to the client’s real needs and business dynamics. 

Every pricing model has its strengths and works best under specific conditions.

That is why we never impose a single scheme. Instead, we analyze the project’s characteristics, volume and seasonality of traffic, required service level, number of channels, and business goals to propose the most effective approach. 

The hourly model – why it often becomes the best choice 

In contact center projects, the choice of a pricing model impacts not only cost but also service quality and flexibility. At Axendi, we have worked with different collaboration models for years, but often the hourly model proves to be the most beneficial for many contact center projects. 

Why? Because it combines cost predictability, guaranteed service levels, and the flexibility to respond to fluctuating customer volumes. In one single rate, the client gets everything needed for stable operations: consultant availability, team leader supervision, training, and ongoing upskilling. 

Key benefits of the hourly model for clients 

• Flexibility in scaling – easy adjustment of the number of agents to seasonal peaks or drops in traffic.

• No hidden costs – training, team leader support, and workflow organization can be included in the price.

• Versatility – effective in multichannel projects, where multiple task types are completed within the same hour.

• Security – no risk of reduced service quality if forecasts underestimate contact volumes. 

When to consider other pricing models 

Although the hourly model is often the most predictable and stable, there are situations where alternative pricing models may be more effective. We do not force one template.

Instead, we analyze traffic stability, service level requirements, number of channels, and business objectives to propose the most balanced model — ensuring the right mix of cost efficiency, service quality, and operational performance. 

In practice, the hourly model is frequently the optimal choice. However, when projects allow, we design alternative or hybrid models tailored to the specific business case. 

Per-minute / per-case / per-task model 

• Works well with stable, predictable volumes (e.g., e-commerce, where contact levels are easier to forecast), 

• The client pays only for completed interactions, but lack of availability fees may affect service quality during unexpected spikes, 

• Requires precise forecasts and guaranteed volumes. 

FTE model (full-time equivalent) 

• Based on the number of contracted and delivered full-time agents, 

• Ideal for stable projects requiring a consistent team with defined skills, 

• Can be combined with performance-based commissions or bonuses. 

Hybrid models 

• Combine elements of multiple approaches, e.g., hourly billing with sales commission or performance-based fees, 

• Enable shared risk and increased team motivation. 

Cooperation models adapted to business structure and dynamics 

At Axendi, we know that not every project requires the same approach. That’s why we offer flexible contact center outsourcing models that let you define the scope of responsibility, level of integration, and resource elasticity based on your actual needs. 

Full outsourcing – end-to-end responsibility 

• We take complete responsibility for customer service and BPO processes, 

• Provide full infrastructure: recruitment, training, technology, KPI management, operational procedures, system integrations, and supervision, 

• Cover both mass customer service and specialized support (VIP care, tier 2/tier 3 support, or complex back-office processes), 

• Particularly effective when maintaining a dedicated team that knows the client’s processes and can quickly scale during peaks — without extra training costs or quality loss. 

Partial outsourcing (hybrid) – flexible division of responsibilities 

• Useful when clients want to retain control over specific processes due to compliance or internal corporate policies, 

• Axendi handles the remaining areas, ensuring seamless integration, 

• Works especially well in multichannel customer service projects, 

• Can also involve multiple vendors for the same processes, enabling benchmarking and maintaining high service quality. 

Team extension / staff augmentation 

• Suitable when a client needs only specific skills or specializations, e.g., a few multilingual agents or a whole team to support in-house operations, 

• Cost-effective compared to permanent hiring, onboarding, and maintaining certain processes or technologies, 

• Axendi provides a dedicated team fully managed on our side, while the client retains influence over team composition, skills, and growth, 

• Frequently used in multilingual contact center projects or temporary seasonal peaks. 

Flexibility as a standard in Axendi’s outsourcing services 

Flexibility is the foundation of every collaboration model we offer. Whether a client chooses full outsourcing, the hourly model, per-task billing, or staff augmentation, we ensure the ability to adapt the scope of work, resource levels, and competencies to changing business conditions. 

With Axendi, you can react to market shifts without losing service quality, keep costs under control with clear and transparent pricing, maintain stability across your customer service and BPO operations. 

This flexibility allows every project to grow at its own pace, with the assurance that it receives exactly the support it needs — when it needs it.