Hourly vs. FTE
Why paying by the hour delivers better outcomes than full-time staffing.
The industry default
Most BPOs sell FTEs. You commit to headcount, pay for 8-hour shifts, and absorb the idle time between contacts. This model was built for physical call centers where seats need to be filled. It prioritizes vendor revenue predictability over client efficiency.
The problems are structural:
- You pay for downtime between contacts
- Scaling up means hiring and training — weeks to months
- Scaling down means layoffs or paying for unused capacity
- Seasonal spikes require over-provisioning year-round
- Shrinkage (vacations, illness, attrition) averages 15–30%
Our Alternative
100% utilization, no idle time
We quote hourly rates and actually sell services an hour at a time. You're always operating at peak efficiency. No one is sitting around riding out an 8-hour shift.
Our Mods are situated all over the world. We assemble the best team at the lowest global rate for your project.
Hourly billing means you're always at peak efficiency. No idle time, no overstaffing, no shift minimums.
Low commitments and short-term agreements let you switch directions as your business changes.
Our experience
In nearly two decades of operating this model, we've consistently delivered up to 25% cost savings versus traditional BPOs while maintaining 92%+ CSAT scores. Our 1% shrinkage rate (vs. 15–30% industry average) means the hours you pay for actually get delivered.
This level of quality at the cost we were paying... I've worked in support for over 10 years and I was really impressed that those two things could live in the same space. It's just not something you hear about.
Go Deeper
Let's run the numbers for your operation.
We'll show you what hourly looks like vs. what you're paying now.
Let's Talk