Talent / Outsourced vs in-house support
Outsourced or in-house support: what it really costs.
From one person in office hours to a team that never sleeps. What each costs in-house in the UK, and outsourced, with the maths shown.
In 2026, one full-time UK support employee on the National Living Wage costs about £2,359 a month with employer National Insurance and pension. Covering every hour of the week (168 hours) needs at least 6 people in-house, about £14,154 a month, because each person works about 33.5 hours a week after holidays. A dedicated outsourced agent from Renewminder Talent is £1,250 a month, and a 24/7 shift team is from about £5,345 a month.
Office hours and 24/7, side by side
In-house figures are at the National Living Wage (£12.71 an hour) with employer National Insurance and the minimum pension, before recruitment and equipment. Ours are our published prices.
| Renewminder Talent | In-house team | |
|---|---|---|
| Office hours, Mon to Fri 9 to 5 | 1 agent: £1,250 a month | 1 employee: about £2,359 a month |
| Who covers their 28 days off | Days we can't cover come off your bill | Nobody, unless you hire or pay overtime |
| Round the clock, 168 hours a week | A shift team: from about £5,345 a month | At least 6 people: about £14,154 a month |
| Recruiting and training | We do it; you meet your agent first | You do it, for every person |
| Tools and AI | Included | You buy the licences |
| Changing your mind | 30 days' notice after the first month | Notice periods and employment law |
Why 24/7 needs so many people
A week has 168 hours. A full-time employee works 37.5 of them, and with 28 days' paid holiday that averages about 33.5 hours a week across the year.
So keeping one seat filled every hour of every day takes just over 5 people (5.02), before anyone is ill. That's why in-house 24/7 support needs at least 6 people, and in practice more.
At the minimum wage, 6 people cost about £169,854 a year in pay, employer NI and pension. Employment Allowance can take up to £10,500 off that if you're eligible.
When in-house is the better choice
If support needs deep product knowledge that takes months to learn, access to systems that can't leave your building, or a team you plan to grow into a department, build it in-house.
If you need email, chat and message cover quickly, in English, French or Arabic, or outside office hours, an outsourced agent or shift team is usually cheaper and quicker to start.
Sources
UK rates for 2026 to 2027, checked on 19 October 2026.
Our prices
One monthly price per person, AI tools included. Or any hours from 10 a week, pro rata.
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Questions
How many people does 24/7 customer support need?
At least 6. A week has 168 hours, and a full-time employee works about 33.5 hours a week on average after 28 days' holiday, before sickness.
How much does an in-house support agent cost in the UK?
At the 2026 National Living Wage, about £28,309 a year (£2,359 a month) with employer National Insurance and the minimum pension, before recruitment, equipment and software.
How much does outsourced customer support cost?
With Renewminder Talent, £1,250 a month for a dedicated full-time agent or £690 part-time, and from about £5,345 a month for a 24/7 shift team. Evenings, nights and weekends can cost a little more.
Will customers know it's outsourced?
Your agent replies in your name, in your tone, in your tools. What you tell customers about your team is up to you.
When should I keep support in-house?
When it needs months of product training, systems that can't leave your building, or a team you're building into a department.