Hiring a customer service team through business process outsourcing, allows businesses to build their team whilst still saving on labor costs. Overseas customer service teams usually offer affordable solutions without sacrificing quality.

The Philippines is one of the most popular outsourcing countries in Asia when it comes to customer service and support. The country boasts its highly-skilled workforce, strong English proficiency, and cultural compatibility with the West, which makes the country a perfect outsourcing destination.

Customer support

Solopreneurs and startups usually handle customer inquiries on their own at first. But as their business continues to grow, their customer base also increases, and this makes handling inquiries more difficult. They need to find an easier and more affordable solution in building their customer service team.

Hiring a call center for their customer service team saves them a lot of time, energy, and costs. The company sets up a dedicated team for their business, equips the team with the latest equipment, and takes care of the employees’ needs such as salaries, benefits, and training.

Outsourcing customer service

Pros and cons of outsourcing customer service

Outsourcing customer service has its pros and cons. However, risks can be lessened with enough preparation and proper management.

ProsCons
Saves up to 70% on costsLack of quality control
Multi-channel servicesData confidentiality
Enables 24/7 coveragePotential hidden charges
Customer service specialistsDifficulties in accents

Pros

  • Saves up to 70% on costs. The service provider covers the expenses in setting up a team, such as office space, equipment, and tools needed. They also manage employee salaries, benefits, onboarding, and training.
  • Multi-channel services. Agents are trained to use different channels of communication. They also exercise speed and accuracy in responding to different issues to serve more customers and ensure customer satisfaction.
  • Enables 24/7 coverage. The workforce is also flexible in shifting schedules to serve their clients better. As a result, they can offer their services 24 hours a day, seven days a week.
  • Customer service specialists. The Philippines has over two decades in providing customer service. Allowing businesses to tap into their experienced and seasoned workforce.

Cons

  • Lack of quality control. Since the entire operation is mostly handled by the third-party company, most businesses worry about having a lack of control over the quality of calls made by the customer service teams.
  • Data confidentiality. Agents are more exposed to customer data and records since they deal with them every day. As a result, there might have a possible breach of data and other security concerns.
  • Potential hidden charges. Outsourced companies might include charges that are not in their initial proposal or in the agreement. As a result, businesses might pay more on their services than agreed upon.
  • Difficulties in accents. Customers may be confused with the accent of their assigned representative, which can cause miscommunication within the two parties.
Customer service roles

Customer service roles

Outsourced roles range from traditional call handling to non-voice channel support such as email and chat. Below are some of the popular roles that people outsource.

Inbound services

Inbound call center services handle customer inquiries, feedback, and complaints. They provide detailed information about a product, offer alternative solutions, and help customers resolve issues regarding their concerns.

Outbound services

Outbound call centers reach out to customers to introduce new promos and services, remind them of billing due dates and past due accounts, and conduct customer satisfaction surveys.

Helpdesk

This is a specialized inbound service usually for customers’ issues on products and services. They help customers find a way to resolve their issues and provide them a different level of assistance.

Technical support

They usually deal with troubleshooting of a customer’s hardware, software, or website. This includes handling login concerns, installing and uninstalling software, resolving server problems, and proper usage of a device.

Non-voice support

Non-voice support focuses on channels such as live chat, email, or social media. They attend to customer concerns and engage with them through these channels.

Virtual receptionist

Virtual receptionists are popular in the hospitality industry where they assist guests. They interact with customers mostly through voice or live chat.

Top companies to outsource customer service

The Philippines is a great option when it comes to customer service outsourcing. Most of these companies specialize in inbound, outbound, and non-voice services, and cater to different sectors. Check out the Top 40 BPO Companies guide to find out more.

Outsourcing salary comparison chart

All amounts are in U.S. dollars (USD$) per annum

JOBSPHILIPPINESU.S.U.K.AUSTRALIA
Accountant$5,959$67,190$72,923$58,479
Customer Service$3,337$29,717$22,137$35,275
Copy Writer$4,767$56,600$52,088$62,653
Graphic Artist$3,883$46,658$38,668$37,596
HR Manager$9,506$78,007$46,669$66,518
IT Representatives$5,722$61,758$24,741$59,938
Project Manager$21,458$108,000$57,296$86,029
Software Developer$7,221$81,994$39,913$62,653
Software Engineer$8,333$109,087$44,459$62,653
Technical Support$4,638$36,924$35,225$38,232
Team Leaders$7,152$75,823$31,174$45,428
Virtual Assistance$2,285$42,240$39,066$31,797

Average monthly outsourcing cost guide (USD)

The total cost varies depending on the role and experience level, as well as the BPO facility, service levels and quality.

Total cost $1,200

Entry-level role

Employee salary $400-$500pm BPO facility & service $500-850pm TOTAL COST $900-$1,350pm
Total cost $1,450

Mid-level role

Employee salary $700-$800pm BPO facility & service $500-850pm TOTAL COST $1,200-$1,650pm
Total cost $1,700

Technical role

Employee salary $950-$1,200pm BPO facility & service $500-850pm TOTAL COST $1,450-$2,250pm
Total cost $2,700

Executive level

Employee salary $1,800-$2,200pm BPO facility & service $500-850pm TOTAL COST $2,300-$3,050pm

Using a BPO supplier vs. agency vs. freelancer vs. Upwork

BPO CompanyAgencyFreelancerUpwork
Best rates
Quality control
Expand and scale
Operational backup
Leadership team
Trading and upskilling
Facilities and offices
HOW WE HELP YOU

Proven outsourcing solutions for your business

Outsource Accelerator offers you a full range of independent outsourcing advisory and integration services. We are not a traditional outsourcing supplier, which is what makes us independent – and unique. Our core products make it easier than ever to explore, integrate and optimize outsourcing in your business.

FROM$6 / hr

FULL-TIME DEDICATED
STAFFING & FACILITIES

Simple pricing structure, all inclusive of the ff.

COMPLETE STAFFING

  • Dedicated full-time staffing
  • Highly qualified & professionalised workforce
  • Recruited specific to job description
  • Excellent English & cultural alignment
  • Vetting, training & onboarding

FULL SALARY, TAXES & BENEFITS

  • Gross basic salary, plus 13th month bonus (compulsory)
  • Government contributions (SSS,etc.) & Health insurance (inc. dependents)

FACILITIES

  • A-grade facilities in prime locations
  • Modern hardware, desk & equipment
  • Fast Internet, utilities & redundancy
  • Serviced office accessible 24x7*

ADMINISTRATION

  • Human resources, +/- recruitment services
  • Administration, corporate tax & compliance
  • IT support, security & redundancy
  • Company events & outings

BEST FOR

  • 1-50 staff (agile, varied roles)
  • Hands-on team management
  • Varying day-to-day deliverables
  • Cost-effective staff augmentation
START NOW compare
FROM$0.5 / hr

BESPOKE ADVISORY EXPERTISE

Compatible with any outsourcing structure, supplier or model

ONGOING OUTSOURCING CONSULTATION & ADVISORY

  • Hands-on optimisation of suppliers, facilities, & strategy
  • Mitigating overall cost by saving on prices, improving terms & outperforming deliverables
  • Structural analysis, design & implementation
  • Operational oversight & management

CALIBRATED ASSISTANCE

  • Variable oversight & assistance
  • Light advisory, to complete solutions
  • From $0.50 to $2.00 ppph

PROVEN OUTSOURCING FRAMEWORK

  • Operational & strategic needs analysis
  • Engaging the right facilities & structure
  • Recruitment, training & skill development
  • Defining deliverables, mapping & metrics
  • Managing operations, inputs, processes & outputs
  • Exponential expansion of business

BEST FOR

  • Small-medium business owners & management
  • Businesses currently outsourcing
  • Businesses about to outsource
  • Avoiding outsourcing pitfalls
START NOW compare

Staffing for any role, any sector

About Outsource Accelerator

Outsource Accelerator is the trusted source for independent information, advisory and expert implementation of Business Process Outsourcing (BPO)

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between Philippines outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 4,000 articles, 250+ podcast episodes, and a comprehensive directory with 700+ BPOs… all designed to make it easier for clients to learn about, and engage with, outsourcing.

Independent trusted advice and implementation

Outsource Accelerator is the leading outsourcing advisory for the Philippines, as well as offering a full spectrum of brokerage, implementation and co-management services.

Derek Gallimore

Derek Gallimore has been in business 20 years, outsourcing 8+ years and living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.

Transform your business
Icon
CONSULT
Icon
3 QUOTES
Icon
START
Icon
FAST-TRACK
Icon
TOOLKIT
X