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Outsource Customer Service Teams

Outsource Customer Service in the Philippines

Outsource Customer Support Teams with Emapta

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 can you 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. This is why customer support outsourcing to the Philippines makes perfect sense.

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

As customer service outsourcing is becoming a norm, the Philippines has made its mark as one of the leading countries providing offshore staffing solutions.

The country is known for its talented English speakers who have international-standard qualifications and experience. Cost-effective labor costs and business-friendly policies also make the Philippines an ideal destination for companies looking to outsource customer service tasks.

A customer service team of your own

Emapta can help you outsource customer service in the Philippines the right way.

We believe that the offshoring to the nation (of which 87.6% specialize in contact center operations) and others of its kind can help you build high-performing, easily scalable customer support.

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 18 offices across the globe that comes with 24/7 IT support.

What our team does

Building your team through the Emapta platform gives your offshore staff an engaging work culture, complete with 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? Speak with our Growth Specialist. With their broad experience in helping clients build back-office teams across different team setups and locations, you can rest assured that your business is in good hands.

Accreditation we provide

In line with your initiatives to improve your customer service team’s performance, we conduct courses and training for 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

Customer service team structure for small businesses

One of the perks of our flexible staffing solution is that you’re in control of your team’s size and pace of growth. You can also decide what contact center technology we should set up for your team: premises-based, cloud-based, or a hybrid of the two.

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

  • Call center advisor
  • Team leader/manager/supervisor
  • Call center manager
  • Customer services director
  • Operational manager
  • Resource planning manager
  • Training specialist

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.

Interested in chat support outsourcing to the Philippines, Macedonia, and Sri Lanka but would like to hear it straight from a peer who has done it? Leave us a message and we can get you a referral from one of our existing partners.

Still not ready to build a complete CSR team?

No worries as we’re also experienced in helping organizations start with hiring 1-2 staff offshore through our outsourced individual roles.

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Helping to build Your Team, Your Way.

Just tell us about any areas of your company that cause you grief or that you’d like to improve. Outsourcing may be the answer. Then again, it may not be. But after a quick chat with us, you’ll know one way of the other. So drop us a line and we’ll answer any questions you have.

We’d love to speak with you about how Emapta can support your business.

  • PH Philippines
  • AU Australia
  • US United States
  • NZ New Zealand
  • CA Canada
  • GB United Kingdom
  • SG Singapore
  • CO Colombia
  • LK Sri Lanka
  • Billing & Accounts
  • ML Malaysia

Outsourced Customer Support FAQs

How can outsourced customer support assist my business in scaling during peak seasons?

Outsourcing customer support offers several advantages during peak business periods. By partnering with an outsourced provider, you can:

  • Manage increased call volume efficiently
  • Offer 24/7 customer support to cater to global clientele
  • Implement chatbot automation to handle routine inquiries
  • Ensure consistent and high-quality customer service delivery even during peak traffic times

These benefits allow your internal team to focus on core business functions while ensuring exceptional customer service throughout peak periods.

Can outsourced customer support services cater to a global audience by offering multilingual support?

Absolutely! Outsourcing customer support allows you to leverage multilingual teams, ensuring effective communication and personalized customer service in various languages. This ability to cater to a global customer base can significantly expand your market reach and improve customer satisfaction.

How does outsourced customer support contribute to improved customer satisfaction and retention?

Outsourced customer support teams can significantly improve customer satisfaction and retention rates. These teams are trained to:

  • Respond to customer inquiries promptly and professionally
  • Resolve customer issues effectively
  • Provide personalized assistance that exceeds customer expectations

By providing exceptional customer service, outsourced support teams can help you build stronger customer relationships and foster loyalty.

What communication channels can be managed through outsourced customer support services?

The scope of channels managed through outsourced customer support is extensive. Reputable providers offer services encompassing various communication channels, including:

  • Phone support
  • Email support
  • Live chat support
  • Social media support
  • Ticketing systems management

By outsourcing customer support across these channels, you can create a seamless omnichannel customer experience, allowing customers to reach you through their preferred communication methods.

How can outsourced customer support teams effectively manage customer complaints and escalations?

Outsourced customer support teams possess the necessary skills and experience to manage customer complaints and escalations effectively. They utilize established complaint handling procedures, implement clear escalation protocols, and employ effective customer satisfaction recovery strategies. This comprehensive approach ensures that customer complaints are addressed promptly, resolved efficiently, and handled in a way that fosters customer satisfaction.