Outsource Customer Support Teams with Emapta

Aiming to provide better customer experience, multinational firms and small organizations outsource their customer support functions to offshore staffing providers equipped with the domain expertise and experience in building a 24/7 or omnichannel contact center team.  

Building a strong customer service team in-house brings cost challenges and high talent turnover in a highly responsive and hectic environment. So the question is: how to build a customer service team that you can sustain? The answer for some managed service providers and startups lies in outsourcing to low-cost countries with a highly educated, English-proficient talent pool such as the Philippines.  

Emapta can help you on how to outsource customer service the right way in the Philippines (of which 87.6% specialize in contact center operations) and collaborate with you to build high-performing, easily scalable contact center operations.  

 

Learn More: Top Talent, Total Care: Our Recruitment and Retention Secrets to Low Attrition Rate, Access to the Top Customer Service Talent and Employee Engagement

 

The key advantages of outsourcing customer service with us include improving your service levels, speeding up your response time, and providing a seamless and satisfying experience when your customers reach out to your business. Your dedicated offshore teams also work either remotely or in one of our 16 offices with 24/7 IT support.  

Building your team upon the Emapta platform gives your offshore talent an engaging work culture that offers training programs, certification courses, as well as health and wellness activities, to retain them successfully and keep them upskilled, motivated, and productive. 

 

Looking for a specific customer service outsourcing solution? Talk with our Growth Specialist with broad experience in helping clients build back-office teams across different team setups and locations. 

 

Our clients have successfully executed these outbound and inbound calls offshore as we’ve supported them with the latest contact center technologies and carefully vetted voice or non-voice agents: 

Sales verification 

Customer services 

Customer surveys 

Billing and collections 

Telemarketing 

Account inquiries 

Account verification 

Technical support 

Incident management 

 

To support your initiatives on how to improve your customer service team, we conduct courses to train your existing offshore team members or source contact center agents with the following institutional and vendor-related accreditations: 

MSI Call Center Associate Certified (CCAC)™ 

RCCSP Call Center Manager Certification 

Contact Center Services NC II (TESDA) 

Test of English as a Foreign Language (TOEFL) Certification 

Test of English for International Communication (TOEIC) 

International English Language Testing System (IELTS) Certification 

 

Our customer service teams are often composed of entry-, mid- or senior-level professionals in the following roles: 

Customer Service team structure for small businesses

Call Centre Advisor 

Team Leader/Manager/Supervisor 

Call Centre Manager 

Customer Services Director 

Operational Manager 

Resource Planning Manager 

Training Specialist 

 

One of the perks of our flexible staffing solution is that you’re in control of your team size and your offshore team’s pace of growth. You can also decide the contact center technology that we’ll set up for your team: premises-based, cloud-based or a hybrid of the two. Should you require further guidance on your offshore operations, we have a support team of over 100+ specialists who can give you recommendations on managing your Philippine-based contact center.   

If you’re interested in offshoring customer service teams but would like to hear it straight from a peer who has done it, contact us and we can get you a referral from one of our existing partners.

Not ready to build a team yet? No worries! We’ve also helped firms who planned to start with hiring 1-2 staff offshore and browse our individual roles.