Key Takeaways:
Start Small – Use softphones and basic headsets to keep costs low.
Go Cloud – Hosted solutions reduce upfront spend and scale easily.
Invest in Headsets – Clear audio = better customer service.
Reliable Internet is Non-Negotiable – Fibre is a must.
Bundle Smartly – Look for local providers with VoIP + support deals.
Plan for Growth – Choose solutions that scale with your team.
Setting up a call centre is no longer reserved for large enterprises with deep pockets. With a range of cloud-based and on-premise solutions now available, even small and mid-sized businesses can benefit from professional customer support tools. But how much does a call centre solution cost in South Africa?
Whether you’re looking to build an in-house call centre or outsource your operations, understanding the cost breakdown—from hardware and software to ongoing licensing and support—is critical. This article unpacks everything you need to know, with a local lens on providers, pricing, and the true cost of ownership
1. The Two Main Categories: Software vs Hardware
Before diving into actual numbers, it’s important to distinguish between software-based and hardware-based solutions. Most modern call centres lean toward cloud-hosted (software) options due to flexibility and lower upfront investment, but each model has its own cost structure.
A. Software-Based Call Centre Solutions (Cloud-Based or Hosted PBX)
These solutions are delivered over the internet and hosted offsite by a provider. They’re also known as hosted call centres or virtual call centres. You typically pay a monthly fee per agent or user, which includes access to the system, updates, and support.
Pros:
Lower upfront costs
Easy to scale up or down
Accessible from anywhere
No need for in-house IT support
Costs Involved:
Monthly licensing: R200 – R700 per user/agent
Setup/activation fee: R500 – R5,000 (once-off)
Optional add-ons: CRM integration, call recording, analytics (often extra)
B. Hardware-Based Call Centre Solutions (On-Premise PBX)
This traditional model involves purchasing and maintaining physical infrastructure like PBX servers, routers, and desk phones. However, many modern setups now use a hybrid approach, combining cloud software with physical equipment like softphones and headsets—offering flexibility without sacrificing control.
Common hardware components include:
PBX server or IP-PBX appliance
VoIP desk phones (e.g., Yealink, Fanvil)
Switches and routers
Softphones with USB headsets (ideal for remote or hot-desking teams)
Pros:
Full control over infrastructure
Can be cost-effective long term if scaled large
Costs Involved:
Hardware (PBX system, routers, handsets): R50,000 – R500,000+
Licensing fees: Once-off or annual (varies by provider)
Maintenance/IT support: Monthly service contracts (R1,000 – R10,000+)
Installation/configuration: R5,000 – R50,000 once-off
Softphones with Headsets: The Hybrid Middle Ground
Instead of traditional desk phones, many businesses are equipping agents with softphone applications (like 3CX, Zoiper, or Bria) paired with noise-cancelling USB or Bluetooth headsets. This significantly reduces hardware costs while maintaining call quality and functionality.
Estimated costs:
Softphone license: R0 – R300 per user (some are free or bundled)
Professional USB headset: R600 – R2,500 each
Bluetooth/wireless headset: R1,800 – R4,000 each
Desk phone alternative: Savings of R1,200 – R3,500 per agent
Pros:
Lower upfront investment than IP phones
Easier for remote work environments
High-quality audio with the right headset
Quick deployment for new agents
Cons:
Reliant on PC or laptop quality and internet stability
May need IT support for setup and updates
2. Ongoing Monthly Fees: What to Budget For
Beyond setup, running a call centre involves continuous operational costs. Here’s what you should factor into your monthly budget:
Licensing or Subscription Fees
For cloud solutions, this is your primary recurring cost.
Average in SA: R250 – R700 per agent/month depending on features and usage volume.
Telephony/Voice Costs
Outbound call rates depend on whether you use VoIP or traditional telco lines.
With VoIP, local rates are roughly R0.20 – R0.50 per minute.
International calls are usually R0.50 – R1.50 per minute depending on the destination.
Data and Internet
Reliable fibre connectivity is essential, especially for VoIP-based setups.
Expect to pay around R1,000 – R3,000/month for business-grade fibre (20Mbps+).
Support & Maintenance
Most providers offer basic support included in your monthly fee.
Advanced or 24/7 support can cost extra (R500 – R5,000/month depending on SLA).
3. Local Call Centre Solution Providers in South Africa
Here’s a quick look at some of the notable local players and their pricing ballparks:
💼 Euphoria Telecom
Cloud-based business phone systems
Local pricing: From R259/agent/month
Optional add-ons: Reporting, call recording, CRM integration
Suited for SMEs and enterprise
💼 Eligeo (Previously 3CX Resellers)
Offers hosted and on-premise PBX systems based on 3CX
Hardware solutions start from R40,000+
Licenses: Once-off or annual subscriptions, depending on setup
💼 Switch Telecom
VoIP solutions with tailored call centre packages
Pricing: Custom quotes based on usage and number of seats
International call centre capabilities for BPOs
💼 Freshworks & Zendesk (via local resellers)
Cloud contact centre and CRM platforms
Monthly pricing: Starts around $15 – $49 (R280 – R900) per agent
Often requires international billing unless bundled by a local MSP
4.Call Centre Solution Cost (Per Business)
Here are a few sample scenarios to illustrate what your setup might cost:
🏢 Small Inbound Sales Team (5 Agents, Cloud-Based)
Provider: Euphoria Telecom or similar
Monthly subscription: R300 x 5 = R1,500
Fibre internet: R1,200
VoIP usage: R400
Total monthly: ~R3,100
Setup costs: ~R5,000 once-off
🏭 Mid-Sized BPO Call Centre (25 Agents, On-Premise)
Provider: Local 3CX reseller
Hardware: R200,000 once-off (PBX server, phones, cabling)
Licensing: R40,000 annually
Maintenance: R3,000/month
Fibre internet (redundant lines): R4,000/month
VoIP usage: R2,000/month
Total monthly: ~R9,000 + once-off setup
📈 Enterprise Contact Centre (100+ agents, Cloud-Based with CRM Integration)
Provider: Zendesk + local telco
Licenses: R600 x 100 = R60,000/month
CRM and AI add-ons: R15,000/month
Fibre with QoS: R6,000/month
Total monthly: ~R81,000
Setup and onboarding: R50,000 – R100,000 once-off
📊 Call Centre Cost Solution Comparison
| Category | Small Call Centre (1–10 agents) | Medium Call Centre (10–50 agents) | Large Call Centre (50+ agents) |
|---|---|---|---|
| Monthly Cost Estimate | R2,000 – R10,000+ | R10,000 – R60,000+ | R60,000 – R300,000+ |
| Hardware | Softphones + USB headsets Basic routers | Softphones + premium headsets Optional IP phones | IP phones + softphones Enterprise-grade routers/switches |
| Devices/Workstations | Entry-level laptops or PCs | Mid-range PCs or laptops | Dedicated workstations or call centre terminals |
| Solution Type | Hosted/cloud-based PBX | Hybrid (cloud with some on-premise tools) | On-premise PBX or private cloud infrastructure |
| Software Tools | Free/low-cost softphones (Zoiper, 3CX) | Hosted VoIP + CRM integrations | Full VoIP + custom CRM and call analytics |
| Best Cost Tips | Use free softphones Buy headsets in bulk Scale gradually | Bundle services Negotiate per-user discounts Invest in quality headsets | Lease hardware Plan for disaster recovery Use unlimited calling plans |
5. Other Factors That Influence Cost
Contract duration: Long-term contracts often come with lower monthly rates or waived setup fees.
Features needed: Call recording, IVR, speech analytics, and CRM integration can add significant costs.
Scalability: Some systems charge extra for scaling beyond a set number of users or channels.
Compliance: POPIA compliance and data storage requirements may increase hosting or encryption costs.
6. Tips to Control Costs Without Cutting Corners
Start small and scale: Many cloud providers allow you to start with a few agents and add as your needs grow.
Bundle services: Consider providers who offer VoIP, hosting, and CRM integration in one package.
Go hybrid: Some companies mix on-prem and cloud systems for specific departments (e.g., internal helpdesk on-prem, sales team in cloud).
Negotiate contracts: Especially with local providers—ask about volume discounts, seasonal offers, and free trials.
The call centre solution cost in South Africa vary widely depending on your business size, tech preferences, and the kind of experience you want to deliver. While a small team might only need a few thousand rand a month, larger enterprises with complex requirements can easily run into six figures per year.
The good news? South Africa boasts a competitive landscape of local providers and global tools adapted for our market. Whether you need a lean, cloud-based system or a robust, in-house contact centre—there’s a solution (and budget) to match.
