Start a small outsourced customer support team
Run a small team handling customer calls and enquiries for businesses on contract.
- A$8k-40k
- Full-time
- Own premises
Estimates for a small start in Australia, not guarantees.
What it is
A small office with a few trained agents taking inbound calls, emails and chats for client businesses, following each client's scripts and service levels.
Your first three steps
- Line up one or two anchor clients and agree call volumes, hours and pricing before you commit to rent
- Cost a small serviced office or shared space, a cloud phone system and call logging software
- Write a short training guide and call quality checklist, then recruit your first two or three agents
Who pays
Growing online retailers, utilities and service firms, trade suppliers and local businesses that want reliable cover without hiring staff.
How it makes money
Contracts priced per agent hour or per call, often with a monthly minimum. Margin comes from keeping agents busy across several clients.
Skills that help
- Recruiting and training staff
- Rostering and quality checks
- Handling client contracts
- Customer service experience
Watch out for
- Workers compensation insurance once you hire, plus award wages, super and leave obligations, so check Fair Work and your state scheme
- Handling clients' customer data, so check Privacy Act duties and any security terms in contracts
- Check your state or territory rules on recording calls and telling callers
- Relying on one big client can leave you exposed if they leave
- Public liability and professional indemnity insurance, and GST registration once you reach the threshold
Deep research report · Australia
Everything you need to start: small outsourced customer support team
Researched with live web search for Australia: real startup prices, the licences and rules, what others charge, a break-even example, how to find your first customers and a 30-day launch plan. With sources.
- Startup costs with real prices
- Licences, registration and rules
- Pricing: what others charge
- Break-even example
- Finding your first customers
- 30-day launch plan
- Risks and how to reduce them
Questions people ask
How much does it cost to start an outsourced customer support business?
Startup costs are estimates, typically around $8,000 to $40,000, depending on your office, equipment and how many agents you start with. Insurance and GST registration are also worth checking once you reach the threshold.
What employer rules should I check before hiring support agents?
Check workers compensation insurance, award wages, super and leave obligations through Fair Work and your state scheme. Also check Privacy Act duties for clients' customer data and your state or territory rules on recording calls.
How much can a small customer support team earn?
Monthly revenue is estimated at typically around $8,000 to $40,000, depending on your clients and team size. You would typically need at least around 30 hours a week. Relying on one big client can leave you exposed.
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