How Call Center Campaign Charges Work in CallHub

When you run a Call Center campaign on CallHub, the cost of calls depends on several parts of the call (connection type, country, etc.). This article breaks down what you’re being charged for, so it’s clear what you’re paying for each minute of usage.

1. What Are the Parts of a Call That Get Charged?
Call charges in a Call Center campaign come from three possible “legs” (or parts) of a call:

• A-leg (Agent connection type): This is the cost of connecting the agent to the campaign. Examples: using browser + mobile app, dial-out + mobile app, or dial-in + mobile app. The rate depends on which country the agent is in. 

• B-leg (Outbound call to destination): After the A-leg connects, the agent calls the recipient (contact). This cost again depends on the country of the recipient. 

• S-leg (Patch-through calls, if applicable): In some call center campaigns, the call is “patched through” (i.e. routed via another number or line). If your campaign uses this, you’ll see an additional cost for that patch-through segment, again depending on the destination country.

• M-Leg (Agent monitoring calls):As a campaign manager/ Admin or collaborator, you can monitor agents’ live call sessions for quality review and guidance. The system calls the phone number added to the account profile, so you can listen in, and the cost again depends on the destination country of the campaign manager's number.

2. How the Total Cost Per Minute is Calculated
The total charge for one minute of a call = A-leg cost + B-leg cost + S-leg cost (if used) + M-leg cost (if used).

So if you have a browser-based agent connection, plus an outbound call, plus a patch-through portion, plus agent monitoring, all these costs add up. If your campaign doesn’t use patch-through or agent monitoring, you’ll have just the A-leg + B-leg.

3. Incoming Calls & Other Considerations

• If you rent a number from CallHub and someone calls back to that number, you can forward (transfer) the incoming call to any landline or mobile number you choose. That incoming call also has a cost, depending on which country the call comes into.

• Always check the country-specific rates for each leg (agent connection, outbound destination, patch-through, incoming) since different countries have different rates.

To keep your call center campaign costs predictable, here are a few tips:

• Before you launch, check how many minutes you expect to use and in which countries, so you know roughly what A-leg + B-leg + S-leg (if any)+ M-leg (if any) will add up to.

• If you don’t need patch-through calls, try to avoid that option—having fewer legs means lower cost.

• If someone calls back to a rented number, set up where the incoming call goes ahead of time so you understand the charges.

If you want help estimating cost for your specific campaign (country, number of calls, etc.), feel free to reach out to support@callhub.io. We’ll help you plan so you don’t see unexpected charges.