Call centres are at the heart of global business communication. Whether handling customer support, sales, or technical assistance, international calls are a daily necessity. However, traditional phone lines can make international calling incredibly expensive. Even small inefficiencies can add up to thousands of dollars in extra monthly costs.
Fortunately, modern technology offers multiple ways for call centres to reduce international calling costs while maintaining call quality, reliability, and scalability. From VoIP systems to SIP trunks and cloud telephony, there are practical solutions for every type and size of call centre.
In this guide, we’ll explore everything a call centre manager needs to know to optimize international calling expenses in 2025.
Why International Calling Costs Are High for Call Centres
International calling costs can become a significant part of a call centre’s operating expenses. Key reasons include:
- Traditional PSTN infrastructure charges
- International interconnect fees
- Roaming or long-distance rates for agents
- Inefficient routing of calls
- Poor negotiation of calling plans with carriers
Even a 5-second delay or dropped call can lead to wasted minutes and higher expenses. For high-volume call centres, reducing cost per call is critical to maintaining profitability.
Switching to internet-based solutions like VoIP, SIP trunks, and cloud telephony can drastically reduce costs while improving call quality.
Key Strategies to Reduce International Calling Costs
Call centres can implement several strategies to save money without compromising performance:
1. Switch to VoIP International Calling
VoIP (Voice over Internet Protocol) routes calls over the internet instead of traditional phone lines. This allows call centres to:
- Cut per-minute international rates
- Make calls using existing internet infrastructure
- Integrate with CRM, ticketing, and collaboration tools
Popular VoIP providers for call centres:
- RingCentral: Cloud-based, scalable, international calling plans
- Nextiva: Low-cost VoIP with CRM integration
- Vonage Business: Reliable international coverage
- 8×8: Cloud telephony with multi-country calling
- Ooma Office: Affordable VoIP for small call centres
Implementing VoIP can reduce international calling costs by 50% or more, depending on call volume.
2. Use International SIP Trunks
SIP trunks are virtual phone lines that allow call centres to make multiple simultaneous calls over the internet. Benefits include:
- Lower per-minute rates for international calls
- Scalable connections for large teams
- Easy integration with existing PBX or cloud phone systems
- Ability to route calls through local numbers, avoiding long-distance fees
Providers of SIP trunks for call centres:
- Twilio: Global SIP trunking with pay-as-you-go pricing
- Plivo: Cost-effective international SIP connections
- Bandwidth: Reliable SIP solutions for enterprises
- Flowroute: Flexible and affordable international calling
Using SIP trunks is ideal for medium to large call centres seeking predictable, low-cost international call management.
3. Adopt Cloud Telephony Solutions
Cloud telephony moves call centre operations to the cloud, eliminating the need for expensive hardware or on-site PBX systems. Advantages:
- Reduced infrastructure costs
- Seamless international call routing
- Pay-as-you-go or subscription-based pricing
- Integration with softphones, CRMs, and analytics
Leading cloud telephony providers:
- RingCentral
- 8×8
- Vonage Business Cloud
- Nextiva
- Mitel Cloud
Cloud telephony allows call centres to scale internationally without huge upfront investment in physical lines or equipment.
4. Optimize Call Routing
Intelligent call routing can drastically reduce costs. This involves:
- Routing calls through the cheapest available path
- Using local access numbers for international destinations
- Implementing least-cost routing (LCR) for VoIP calls
Call routing optimization ensures that calls always take the most cost-effective route while maintaining quality.
5. Use Wi Fi Calling or Softphone Apps for Remote Agents
Remote agents can reduce costs using Wi Fi calling or softphone apps. Benefits:
- Calls bypass mobile networks, avoiding roaming fees
- Agents can work from home or international locations
- Integrated VoIP or softphone apps improve call quality
Popular softphone apps:
- Zoiper
- Bria
- Linphone
- MicroSIP
These apps help call centres reduce dependence on traditional phone lines while improving agent flexibility.
6. Negotiate International Calling Plans
Many carriers offer discounted international calling plans for businesses. Tips:
- Consolidate calling with one provider for volume discounts
- Consider subscription plans with unlimited minutes to specific regions
- Review calling patterns and target plans for high-volume countries
- Combine VoIP and carrier plans for cost efficiency
Negotiating properly can save thousands annually, especially for call centres handling multiple international markets.
7. Monitor and Analyze Call Usage
Tracking call usage allows call centres to identify inefficiencies and cut unnecessary costs:
- Monitor call volumes per agent and region
- Analyze high-cost calls
- Identify peak hours and routing inefficiencies
- Optimize staffing and call schedules
Analytics platforms integrated with VoIP and cloud telephony make monitoring easy and actionable.
8. Leverage Calling Apps for International Clients
Sometimes, your customers or contacts may prefer app-based calls. Using apps like WhatsApp, Viber, Skype, or Google Voice can reduce costs if both parties have the app installed.
Integrating app-based calls with CRM and softphone systems can streamline communication and reduce reliance on traditional international lines.
9. Implement Call Scheduling and Time Zone Optimization
Scheduling calls during off-peak hours or matching time zones can reduce carrier charges in some countries. Planning calls efficiently improves productivity and cost efficiency.
10. Invest in High-Speed Internet and Network Optimization
High-speed internet reduces dropped calls, retries, and wasted minutes, which all add to costs. Tools like:
- Mesh Wi Fi systems
- Quality routers
- Bandwidth management
- VoIP optimization software
…can improve call quality and reduce unnecessary expenses.
Step-by-Step Checklist to Reduce International Calling Costs for Call Centres
- Audit current call costs – Identify high-cost routes and inefficiencies
- Select a VoIP provider – Choose one with international coverage and affordable rates
- Implement SIP trunks – Scale simultaneous international calls efficiently
- Deploy cloud telephony – Eliminate legacy PBX hardware costs
- Enable softphones and Wi Fi calling – For remote agents and flexible work
- Negotiate international calling plans – Get volume discounts and subscriptions
- Optimize call routing – Use least-cost routing and local access numbers
- Integrate analytics tools – Monitor calls, track costs, identify inefficiencies
- Train agents on cost-efficient practices – Avoid unnecessary long calls or retries
- Review periodically – Check costs monthly, adjust plans and routing
Following this checklist ensures that call centres can cut international calling costs while maintaining service quality.
Common Mistakes Call Centres Make
- Relying solely on traditional phone lines for international calls
- Ignoring VoIP or cloud solutions
- Not tracking or analyzing call expenses
- Neglecting remote agent optimization
- Overlooking promotions, bulk plans, or local numbers
- Underestimating network infrastructure importance
Avoiding these mistakes ensures maximum savings and operational efficiency.
Tools and Resources for Call Centres
- VoIP Providers: RingCentral, Vonage, Nextiva, 8×8, Ooma
- SIP Trunks: Twilio, Flowroute, Plivo, Bandwidth
- Cloud Telephony Platforms: Mitel Cloud, RingCentral, 8×8
- Softphones: Zoiper, Bria, Linphone, MicroSIP
- High-Speed Routers and Network Optimization Tools
- Analytics and Reporting Tools: Call monitoring software, CRM integration
These tools help call centres streamline operations, improve quality, and reduce international calling costs.
Providers and Solutions Comparison Table
| Provider/Tool | Type | Benefits | Best For |
|---|---|---|---|
| RingCentral | VoIP/Cloud | Scalable, international plans, CRM integration | Medium/Large Call Centres |
| Nextiva | VoIP | Affordable international calling, softphone support | Small/Medium Call Centres |
| Vonage Business | VoIP | Clear call quality, global coverage | Small/Medium Call Centres |
| 8×8 | Cloud VoIP | Multi-country calling, reporting tools | Large Call Centres |
| Twilio | SIP Trunk | Pay-as-you-go, flexible routing | Enterprises |
| Plivo | SIP Trunk | Low-cost international calls, scalable | Call Centres & Remote Teams |
| Zoiper | Softphone | VoIP calling from PC/mobile | Remote Agents |
| Bria | Softphone | Multiple lines, VoIP integration | Medium/Large Call Centres |
| Linphone | Softphone | Open-source, affordable | Small Call Centres |
Conclusion
Reducing international calling costs is essential for call centres to stay profitable and competitive. By leveraging VoIP, SIP trunks, cloud telephony, softphone apps, and analytics, call centres can:
- Cut per-minute international rates
- Scale operations without extra infrastructure
- Improve call quality and reliability
- Optimize agent productivity
2025 offers more tools and technology than ever to manage international calling expenses effectively. Following the step-by-step checklist, choosing the right providers, and monitoring performance regularly will ensure call centres save money while delivering excellent customer service globally.
FAQs
1. What is the cheapest way for call centres to make international calls?
Switching to VoIP with SIP trunks and cloud telephony is the most cost-effective solution.
2. Can remote agents help reduce international calling costs?
Yes, using softphones and Wi Fi calling allows agents to work from anywhere without high network costs.
3. How do call centres monitor international call costs?
Through analytics tools integrated with VoIP/cloud platforms and CRM systems.
4. Are SIP trunks reliable for high-volume calls?
Yes, SIP trunks allow multiple simultaneous calls with predictable costs and excellent voice quality.
5. Can traditional carriers still be used effectively?
Yes, but combining them with VoIP and cloud solutions usually offers the best cost efficiency.
