Outsourced customer support is priced in three main ways: per hour, per agent per month, or per ticket. Per-hour pricing is the most flexible. Per-agent pricing gives you a dedicated person at a predictable monthly cost. Per-ticket pricing links your bill to volume. To compare them fairly, convert every quote to cost per resolved ticket: total monthly cost divided by tickets resolved. A direct hire on DonutJobs has no per-hire fee, no placement fee and no commission on wages, so your cost is the agent's pay plus a flat DonutJobs plan, and your first role can start free.
Want to price a direct hire?Create your free DonutJobs account and see who is available.
The Three Pricing Models
Per hour
You pay for the hours worked. It suits businesses with uneven volume, because you can raise or lower hours as demand changes. Clear expectations and an hours record keep the cost easy to read. Time tracking is included in paid DonutJobs plans, so every hour is on record.
Per agent, per month
You pay a fixed monthly amount for a dedicated agent, usually for a set number of hours. It suits steady volume and gives you someone who learns your product and tone. With a direct hire, you agree the rate with the agent and your monthly cost is the rate x hours, plus your platform plan.
Per ticket (or per contact)
You pay a set price for each ticket, chat or resolved case. It is easy to budget when volume is predictable, and you pay for work done. Prices vary widely by provider and by ticket type, so ask for a written quote and exactly what counts as a ticket, any minimum monthly volumes and any extra fees for escalations.
How to Compare Them: Cost per Resolved Ticket
To put the three models on the same scale, calculate your cost per resolved ticket:
Cost per resolved ticket = total monthly cost divided by tickets resolved in that month
Total monthly cost should include everything: wages or fees, your platform plan, tools and payment costs. Here is a worked example using letters, so you can enter your own numbers.
- Direct hire: Let C be the total monthly cost of the agent (pay, platform plan, tools and fees). If the agent resolves 1,600 tickets a month, which is 10 per hour over 160 hours (an assumption for this example), cost per ticket is C divided by 1,600.
- Per-ticket price: Let P be the price per ticket. At the same volume, the monthly bill is P x 1,600.
- Break-even: The direct hire costs less when C is lower than P x 1,600. Put another way, the break-even volume is C divided by P tickets a month. Above that volume the direct hire costs less, up to the number of tickets one agent can handle. Past that point you add a second agent and compare again.
The point is the method. Replace each figure with your own and test the result at your normal volume and at your peak volume.
Everything to Include in Your Total
- Minimums and volume: Check any minimum monthly volume or hours, and what happens above them
- Setup and training: One-off costs to onboard the team
- Tools: Helpdesk, chat or CRM licences for the agents
- Quality review: The time you spend reviewing replies
- Payment costs: Transfer fees and currency conversion for international hires
- Taxes and statutory costs: Add your own lines for these in the VA cost calculator so the comparison reflects your full picture
- Contract length: Longer commitments can lower a rate, so compare the monthly cost across terms
Which Model Fits Which Business
Small business with uneven volume
Per hour, or a part-time direct hire, keeps you flexible. Start with 20 to 30 hours a week and adjust.
Steady volume and a clear product
A dedicated direct hire or managed hours give you consistency and knowledge of your brand.
Highly seasonal or spiky volume
Mix a small core team with flexible hours or managed hours for peaks. DonutJobs' guide to customer support roles shows which roles to combine across email, chat, social and phone.
Very large, predictable volume
Per-ticket pricing can work if you agree a clear definition of a ticket, a quality standard and caps on price changes.
Run the Direct-Hire Option on DonutJobs
If the numbers favour a dedicated agent, here is how to fill the seat.
- Create your account and post a Customer Support Agent role for the channels you need.
- On Agency or Pro, filter applicants with Formbuilder knockout questions for hours, tools and ticket experience.
- Review internet speed, English level, typing speed and voice tone on the profiles, then send a three-ticket sample task.
- Agree the rate and hours, and on paid plans track the month with time tracking.
- Calculate your cost per resolved ticket after four weeks and compare it with any quote you hold.
What a Direct Support Hire Costs on DonutJobs
With a direct hire, your costs are easy to list. You pay your agent directly at the rate you agree, plus a flat DonutJobs plan. The Free plan is $0 and includes 1 active post, up to 10 applications and in-app chat with applicants, so you can start without a subscription. Agency is $99 a month, or $66 a month on a 3-month term and $55 a month on a 6-month term, with 10 active posts a month, unlimited talent-pool outreach and time tracking. Pro is $299 a month, $199 a month on a 3-month term and $166 a month on a 6-month term, with unlimited posts, 5 seats and 50% off boost add-ons.
Across all plans there is no per-hire fee, no placement fee and no commission on wages, so your cost stays a flat plan plus the agreed rate. The pool has 50,000+ pre-tested assistants, with profiles that show results from an internet and hardware audit, an English communication test, a live typing speed test and a recorded voice sample. If you buy Agency or Pro and have not yet used the platform, you can request a full refund within 48 hours of your first purchase. If you would rather buy hours than manage agents, DonutJobs also offers managed VA in 80 hour and 160 hour monthly packages. To see how hours convert to coverage, read how many hours of customer support coverage you need per day.
Practical Use Cases
An online store with a steady monthly ticket count can model one part-time agent against a per-ticket quote. A software company can compare a professional-level agent against a quote with extra charges for escalations. An agency can compare managed hours against direct hires across client accounts. For a view on the marketplace and managed routes, see a VA marketplace versus a managed VA service.
Common Mistakes to Avoid
Do not assume per-ticket is always cheaper because you pay only for what you use, since complex tickets, repeat contacts and spikes raise the bill. Do not assume per-hour is always cheaper either, because low productivity raises cost per ticket. Be careful with any quote that does not define a ticket, a resolution or a quality standard. If you hire agents in other places, check the employment and tax rules for your arrangement, because they vary. This is general information, not legal or financial advice.
FAQ
Which pricing model is cheapest?
It depends on your volume, ticket complexity and agent efficiency. Calculate cost per resolved ticket for each model using your own numbers and find your break-even volume.
How do I work out the cost of a direct support agent?
Multiply the agreed hourly rate by the hours worked in the month, then add your platform plan, tools and payment fees.
How does DonutJobs pricing work for a support hire?
You choose a flat platform plan, starting with the Free plan, and you pay your hire directly at the rate you agree, with no per-hire fee, no placement fee and no commission on wages.
Can I mix models?
Yes. Many businesses use a direct core team and add flexible or managed hours for peaks.
Can I test the direct-hire route cheaply?
Yes. Start on the Free plan, which costs $0. If you buy Agency or Pro, you can request a full refund within 48 hours of your first purchase if you have not yet used the platform.
The best model is the one you can predict, measure and control. Convert each quote to cost per resolved ticket, add the extra lines and test at normal and peak volume.
Price Your Support Team With Real Numbers
See what direct hiring would cost for your volume. Create your free DonutJobs account, browse support agents or compare plans.