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Refer clients and earn up to 10% of their first-year billing, and 5% in year two
Big Outsource gives you a dedicated customer support team from the Philippines to handle voice, email, chat, and social inquiries — working your hours, following your processes, and representing your brand with consistency.
What you get
Customer service outsourcing means delegating customer-facing support operations to a dedicated external team.
That team handles interactions on your behalf — across voice, email, chat, and social — following your processes, your tone guidelines, and your escalation paths.
For most businesses, it starts with a specific channel or a coverage gap. A 12-person e-commerce brand that can’t staff weekend support. A SaaS company that needs overnight chat coverage for international users. A healthcare team drowning in inbound scheduling calls. Outsourced customer support fills those gaps without forcing you into permanent hiring decisions.
Whether you need full-service support coverage or targeted help on a single channel, our customer service BPO teams are built around your operation, not a generic package.
Dedicated agents handling inbound calls across customer service, order support, billing queries, and general inquiries. Our call center outsourcing Philippines teams are trained on your products and scripts, with escalation paths defined before go-live.
Follow-up calls, retention outreach, satisfaction check-ins, and proactive customer communications. Our outbound team works from your CRM and follows your engagement rules — no cold calling templates, no generic scripts.
High-volume email queue management with defined response SLAs. Billing questions, order status, complaints, documentation requests — handled consistently, with escalation routing for anything that requires internal attention.
Real-time chat coverage across your website, app, or messaging platforms. Our outsourced customer support agents manage concurrent conversations, follow your tone guidelines, and escalate based on defined triggers.
Comments, DMs, and review responses across your social channels, handled with your brand voice and within your response time expectations. Social support that’s consistent — not reactive.
Tier-1 troubleshooting, ticket triage, and issue routing for software, hardware, or service-related queries. Our tech support teams work from your knowledge base and escalate anything beyond their defined scope.
| Channel | What We Handle | What You Gain |
|---|---|---|
| Voice / Call Center | Inbound calls, outbound follow-ups, overflow coverage | Faster resolution, lower abandon rate |
| Queue management, response drafting, escalation routing | Consistent SLAs, lower backlog | |
| Live Chat | Real-time chat, concurrent handling, escalation triggers | Faster response, higher conversion |
| Social Media | Comments, DMs, review responses | Brand consistency, reduced response time |
| Technical Support | Tier-1 triage, ticket routing, knowledge base handling | Faster resolution, cleaner escalation |
English is an official language in the Philippines, spoken natively by our agents without the accent friction that affects voice interactions.
The Philippine BPO industry has been running for over two decades — the infrastructure, the training pipelines, and the management practices are mature.
Time zone overlap with US hours is real and workable. Philippine business hours align well with US afternoon and evening shifts, which matters for coverage windows that other offshore locations can’t match.
Tenure is the factor most vendors skip over. Our agents average 3+ years of specialist tenure. Firm-wide attrition sits under 10% annually. The person handling your queue in month 12 knows your products, your tone, and your escalation paths. That continuity directly affects quality.
Philippines call center services typically run $8 to $15 per hour per agent depending on channel complexity, specialization, and coverage hours. Dedicated models cost more than shared arrangements but deliver better brand consistency. Factor onboarding time into your budget even if it’s not a direct invoice line.
Most engagements are fully operational within 3 to 4 weeks. Week one: workflow documentation. Week two: training and calibration. The first 30 days include active oversight before full handover.
Yes, with proper onboarding. Tone guidelines need to be documented and calibrated — not assumed. We QA against your tone standards regularly throughout the engagement, not just at the start.
We report on ticket volume by channel, average handle time, first-contact resolution rate, CSAT scores, and response time. Reporting cadence is agreed during onboarding.
Yes. We work inside your existing CRM, helpdesk, or support platform — Zendesk, Freshdesk, Intercom, Salesforce Service Cloud. No migration required.
