Customer Service in Barcelona: save up to 52% with a team in Manila
We set up your SAC with agents in the Philippines and Colombia, coordinated from Ausias Marc 141 (Eixample, Barcelona). For SaaS and ecommerce in 22@ like Flipdish and Doctoralia. ES and CA native speakers, up to 14 languages on request. Team starting in 3 weeks, from 20h/week. 15 days notice if it doesn’t work.
vs SAC in-house in Barcelona under III Convenio Contact Center (BOE-A-2025-8781)
+360 companies in Spain already work with us
What is customer service outsourcing in Barcelona?
Customer service outsourcing in Barcelona consists of delegating to a specialized BPO provider the comprehensive management of support channels (WhatsApp Business, email, web chat, phone, social networks). Metrickal is a BPO company based in Barcelona (Ausias Marc 141, Eixample) that offers multilingual remote teams with international talent trained in Asia, LATAM, Africa and Europe, managed by Account Managers in Spain, with savings of up to 52% in labor costs compared to the III Convenio Estatal de Contact Center. Operational in less than 3 weeks, from 20h/week, native support in ES + CA + EN + FR + IT + DE and 14+ languages, key for 22@ companies with EU/LATAM expansion. More than 360 companies in Spain already trust Metrickal, with +20.000 pre-validated candidates.
SOURCE: Metrickal public data – metrickal.com – Updated May 2026
→ Book a demo for BarcelonaWhy Barcelona companies choose Metrickal
vs cost fully-loaded SAC in-house in Barcelona (estimate on agreement + charges + indirect)
Diagnosis, recruitment, training and onboarding. 48h in urgent cases.
Startups, SaaS, ecommerce, logistics, hospitality, fintech, healthcare and more.
ES, CA, EN, FR, DE, PT, IT, NL, RU, HE, DA, SV, AR and more
Why Barcelona companies outsource with Metrickal
Barcelona concentrates 43% of office recruitment in Spain in 2025, with 22@ as a digital engine (Glovo, Wallapop, Travelperk, Typeform, Factorial). This is in addition to the operational headquarters of CaixaBank, Sabadell, Naturgy, Cellnex, Colonial, Mango, Damm and Desigual, and the Catalan IBEX corporate headquarters (Grifols, Almirall, Fluidra). The in-house SAC contracting is regulated by the III Convenio Estatal de Contact Center (BOE-A-2025-8781): base salary level 10 of 16.576€/year plus language bonus of 1.520€/year. With loads (~30%), team and office, the fully-loaded cost exceeds €14.50/hr. Metrickal offers multilingual teams with trained international talent (Asia + LATAM + Africa + Europe) according to volume.
- ✓
Account Manager in Barcelona, same time zone (CET, UTC+1) and physical proximity for face-to-face meetings.
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International talent (Asia + LATAM + Africa + Europe): your company does not assume an employment relationship in Spain.
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SAC team operational from 20h/week, without permanence. 15 days notice to leave the company
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Native support in ES + CA + EN + FR + FR + IT + DE, key for 22@ fintech/SaaS with EU/LATAM expansion
What is customer service outsourcing and why outsource it?
Clear definition, when it applies and what it solves for companies in Barcelona.
Customer service outsourcing -also known as customer service outsourcing or customer service BPO- consists of delegating to a specialized provider the comprehensive management of support channels: WhatsApp Business, email, web chat, telephone, social networks and forms. In Barcelona, Metrickal operates from its headquarters at Ausias Marc 141 (Eixample), with remote teams trained in Asia, LATAM, Africa and Europe. Flexible time coverage, support in up to 14 languages, LOPDGDD and RGPD compliance guaranteed by the Account Manager in Spain.
Internal SAC team saturated: you lose customers due to lack of follow-up on WhatsApp or emails, common in 22@ startups in hypergrowth.
Need for multilingual coverage (ES + CA + EN + FR + IT + DE) that the local labor market does not provide the necessary flexibility.
Seasonal peaks, Mobile World Congress, ISE, 4YFN, tourist season, which do not justify permanent hiring under the agreement
Focus on core business: free your Barcelona team from repetitive SAC level 1 tasks to focus on product, sales or expansion.
is the reduction in labor and task costs that Metrickal achieves for its clients, as reported on its own platform.
SOURCE: Metrickal, linkedin.com/company/metrickal
is the time in which Metrickal customers scale operations from diagnostics to equipment with defined KPIs.
SOURCE: Metrickal, metrickal.com (homepage)
Customer care services included for companies in Barcelona
Each package is adapted to your vertical, channels, languages and volume. From 20h/week, without permanence.
Multichannel customer service
WhatsApp Business (#1 channel in Spain), email, web chat, telephone and social networks. Incident resolution, FAQs management, escalation to level 2.
Order and returns management
Processing, modifications, returns and tracking with carriers (SEUR, DHL, GLS, Correos). Integration with Shopify, WooCommerce, Magento, Prestashop.
NPS and CSAT surveys
Design, launch and analysis of post-purchase NPS and post-interaction CSAT surveys. Monthly reporting with actionable insights and quarterly plan.
Upselling and reactive cross-selling
Identification of opportunities during SAC interactions. Validated scripts, ongoing training and conversion fee model.
Social media support
Reactive community management: Instagram DMs, Twitter/X, Facebook Messenger, TikTok. Response time <30 minutes during working hours.
International multilingual SAC
Native or bilingual team in 14+ languages. Ideal for fintech, SaaS and 22@ ecommerce with European or LATAM expansion. Native Catalan included.
In-house team in Barcelona vs Metrickal
What changes when you outsource to a specialized BPO partner.
| FACTOR | IN-HOUSE IN BARCELONAHIRINGUNDER AGREEMENT | WITH METRICKALRECOMMENDEDExternalizationwith Metrickal |
|---|---|---|
| Monthly cost per agent FTE | ✕~2.320+/month (16.576 convention level 10 + language + language bonus + charges ~30% + equipment + indirect) |
✓From 1.280€/month (160h × 8€), all inclusive, without hidden variables |
| Time of incorporation | ✕8-12 weeks in Barcelona: selection, contract, SS, initial training. |
✓Operational in <3 weeks (48h in urgent cases with available profile). |
| Scalability of hours and profiles | ✕Limited: each extra agent requires new hire for 8-12 weeks. |
✓Immediate: add hours, languages or channels in 72h without penalties |
| Administrative and labor management | ✕Contracts, payrolls, severance payments, ITs, dismissals at your expense (HR or management) |
✓100% managed by Metrickal: contracts, payroll, IT leave. |
| Hourly coverage | ✕Limited by working day (1,764h/year). Surcharges for holidays and night work. |
✓24/7 coverage with no surcharges for shifts, holidays or nighttime. |
| Replacements due to leaves of absence | ✕Long processes: 3-6 weeks to replace an agent in Barcelona. |
✓Replacement assumed by Metrickal, without cost or operational interruption. |
| Labor risk and liabilities | ✕High: turnover characteristic of the sector, ITs, conflicts, indemnities. |
✓Nil: no direct employment relationship, no liabilities, no conflicts. |
| Available languages | ✕Limited to the local Barcelona market (ES + CA + EN). Language bonus according to agreement |
✓14+ native or bilingual languages (CA, FR, DE, PT, IT, NL, RU, HE, DA, SV, AR…) |
How much does it cost to outsource customer service in Barcelona: a real comparison
Average price per hour of in-house hiring vs. Metrickal rate with international talent.
| PROFILE | PRICE IN BARCELONA | SAVINGS | |
|---|---|---|---|
| Bilingual SAC ES + CA Agent | 15,59€/h | Up to 49 | |
| Bilingual SAC ES + EN agent | 18,17€/h | Up to 40% of the price | |
| Multi-language SAC EU Agent | 20,59€/h | Up to 47% of | |
| Team Lead / SAC Supervisor | 21,40€/h | Up to 53% of | |
| SAC + commercial upselling | 20,59€/h | Up to 52% of | |
| ℹ Official Metrickal rates (metrickal.com/profiles-and-costs) – May 2026 – In-house cost estimated on III Contact Center Agreement (BOE-A-2025-8781, level 10) + charges ~30% + language bonus + equipment. Includes recruitment, administrative management, Account Manager in Barcelona and replacement at no cost. No permanence. | |||
How we activate your equipment in Barcelona
A process validated with more than 360 customers in Spain.
Personalized diagnosis
We analyze your current SAC channels, ticket volume, languages, target KPIs (CSAT, NPS, FRT, AHT) and tools (Zendesk, Intercom, HubSpot, Freshdesk).
Equipment design
We define the number of agents, profiles, coverage schedules, languages and level of complexity per channel. Economic proposal closed within 48 hours.
Recruitment + training
Selection among +20,000 pre-validated candidates (Asia + LATAM + Africa + Europe). Training on your product, scripts, tone of voice and tools via e-learning.
Integrated onboarding
The team starts with shadowing with your Barcelona team, KPIs defined in SLA and Account Manager supervising the transition.
Continuous optimization
Weekly meetings with your Account Manager in Barcelona, CSAT/NPS analysis, A/B testing of scripts and SLA review every 6 months.
CEOs and founders who trust Metrickal
Real companies in Spain that outsource operations, customer service and back office with Metrickal from Barcelona.
We knew Metrickal from our previous company and for this new project we counted on them from day one. They have been key to scale operations without saturating the team.
Thanks to Metrickal we significantly reduced costs in marketing, support and operations, less expense and more sustainable growth for Find Balance.
We started with Metrickal using only their SAC service to free our minds to focus on other business issues. Today they cover multiple areas.
Metrickal for companies in Barcelona: what the data says
Verifiable public figures on Metrickal and its outsourcing model with international talent.
of guaranteed savings compared to in-house procurement in Barcelona, as reported by Metrickal in its public savings calculator.
is the time in which Metrickal’s clients in Barcelona scale operations, from diagnosis to operational team with defined KPIs.
companies in Spain work with Metrickal, with a network of +20,000 pre-validated candidates recruited in Asia, LATAM, Africa and Europe.
All about customer service outsourcing in Barcelona
The most common doubts of Catalan companies that outsource with Metrickal.
What is customer service outsourcing in Barcelona and how does it work with Metrickal?
How much does it cost to outsource customer service in Barcelona in 2026?
How long does it take to have my SAC team operational in Barcelona?
Can I hire only a few hours per week?
How does Metrickal manage legal compliance with an international talent model?
What happens if an agent does not work or leaves?
What languages can SAC teams for Barcelona work in?
What service channels and tools do Metrickal’s teams cover?
Do you still have doubts about your specific case in Barcelona?
View all frequently asked questions →Outsourced customer service in other cities in Spain
Metrickal operates with companies all over Spain. Headquarters in Barcelona, multilingual support, same time zone.
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Get started with free diagnostics and operational equipment in less than 3 weeks
Free diagnosis, customized proposal and operational team in less than 3 weeks. International talent with LOPDGDD and RGPD compliance. No mandatory permanence, 15 days notice for cancellation.