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For many businesses, hiring a call center FTE (Full-Time Employee) is an important decision that can impact their customer service and operational costs. In today’s competitive business environment, it’s crucial to understand the financial implications of bringing on a call center FTE. This article will explore the costs associated with hiring a call center FTE, including salaries, benefits, and other expenses. By the end of this article, you will have a better understanding of how much it truly costs to hire a call center FTE.


One of the most significant costs associated with hiring a call center FTE is their salary. The average salary for a call center representative can vary depending on factors such as experience, location, and industry. According to the Bureau of Labor Statistics, the median pay for a customer service representative in 2020 was $17.23 per hour. This translates to an annual salary of around $35,850. However, keep in mind that this is just a median figure, and actual salaries can range from $25,000 to $50,000 or more, depending on the factors mentioned earlier. In addition to the base salary, you may also need to consider bonuses, commissions, or other incentives to attract and retain top talent.


In addition to salaries, benefits are a significant cost to consider when hiring a call center FTE. Benefits can include healthcare, retirement contributions, paid time off, and other perks. According to the Bureau of Labor Statistics, the average cost of employee benefits is around 31.7% of total compensation. This means that for every dollar spent on wages, an additional $0.32 is spent on benefits. When budgeting for a call center FTE, it’s essential to factor in these additional costs to ensure that you have a realistic understanding of the total compensation package.

Training and Onboarding

Another cost to consider when hiring a call center FTE is training and onboarding. Depending on the complexity of the role, you may need to invest time and resources into training your new hires. This can include initial training programs, ongoing professional development, and other educational opportunities. According to the Association for Talent Development, the average cost to train a new employee is around $1,200. This cost can vary based on factors such as the length of the training program, the materials needed, and the expertise of the trainers. It’s important to budget for these expenses to ensure that your call center FTE are adequately prepared to represent your brand.

Technology and Infrastructure

Call center FTEs rely on technology and infrastructure to do their jobs effectively. This can include phone systems, computer hardware and software, customer relationship management (CRM) software, and other tools. Depending on the size and complexity of your call center, these costs can add up quickly. According to a report by Gartner, the average annual cost of call center technology is around $1,200 per FTE. This includes expenses for both software and hardware, as well as ongoing maintenance and support. It’s crucial to consider these costs when budgeting for call center FTEs, as they are essential for their success.


In conclusion, hiring a call center FTE can be a significant investment for businesses. From salaries and benefits to training and technology, there are many costs to consider when bringing on new employees. By understanding the full scope of these expenses, businesses can make more informed decisions about their call center staffing needs. It’s essential to carefully consider each of these costs to ensure that your call center FTEs have the resources they need to succeed. Whether it’s through competitive salaries, comprehensive benefits, or robust training programs, investing in your call center FTEs can ultimately lead to improved customer service and business success.