The telecommunications industry is one of the first industries to get affected when a new technology is discovered. They need to keep up whether a new smartphone, faster connectivity, or solutions such as smart home devices get released. Telecom companies need to update their services over time. Else, they will get left behind with their competition.

Even large businesses have difficulties with setting up additional in-house teams, especially for IT and support services. Outsourcing these tasks to BPO telecom providers gave them the advantage to improve their offerings and keep their customers satisfied. They only pay for the service rendered by their BPO while getting the same or higher quality for their work.

Outsource telecom

Telecom outsourcing has increased its demand with the fast pace of updates on networks and services. According to a report by Market Research Future, the global telecom outsourcing market is still expected to rise up to 4.3% CAGR up to 2023.

Business process outsourcing has been a strategic way for telecom companies to grow their business and improve their services. Hiring in-house is costly and requires a lot of resources, from the workspace, salaries, and training to IT infrastructure and maintenance.

With outsourcing, they can save on costs and resources in setting these up, making it possible to give their customers a better service offering at a lower price. It also improves an aspect of their business which customers have raised concerns before.

Telecom call centre

Some leading telecom companies that have outsourced before are planning to increase their outsourced services. This is because they have seen significant changes in their services when they first tried it.


AT&T is a premier telecommunications company in the US that offers a wide range of network connectivity, from mobile phone plans, internet, to live TV. The company has been outsourcing for a long time to India and the Philippines.


Verizon, meanwhile, offers both home and mobile solutions ranging from regular plans, kids and shared plans, to car connections and app subscriptions. In 2018, the company struck a deal with India-based Infosys, outsourcing IT and IT-related services to the BPO.


T-Mobile leads the competition when it comes to their offered services. Currently, they have the latest 5G technology for mobile phone connection with their wide-ranged plans. It has also rebuilt its customer service with outsourcing to Teletech in 2018.

Outsourced telecom jobs

Telecom companies usually outsource these services to their advantage.

Customer support

Customer support is one of the most popular services they outsource. It allows them to give 24/7 service to their customers and have an omnichannel approach in attending to their concerns.

Technical support

Outsourcing technical support, meanwhile, gives them access to experts in resolving technical concerns. These talents know how to troubleshoot their devices and connection and give advice to customers on how to better take care of the product.

Finance billing

Like other businesses, telecom companies also outsource billing operations to accounting firms when needed.

Lead generation

Outsourcing lead generation also helps telecom companies gather more potential customers and turn them to sales. They conduct cold calls, email marketing, and research needed to attract the targeted demographics of campaigns and make them patronize their products.

Telecom outsourcing companies

India and the Philippines are two of the most popular outsourcing countries for businesses, including telecom companies. They produce the best and experienced talents in the field of customer service, IT, and accounting at a fraction of the cost of local talent.

With the support of their governments, BPO companies in these countries are also able to provide high-quality technology needed for their operations. To learn more about them, check out the Top 40 BPO companies guide.

Outsourcing salary comparison chart

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

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

Proven outsourcing solutions for your business

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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.

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