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Outsourcing Customer Service & Support

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Why Outsource customer service and support


Customer service is an essential part of your company because, like it or not, customers are the lifeblood of your business. Keeping customers happy and satisfied is of utmost importance. Even if you have the best products and services in the world, without customers, a business has no profit and has no reason to exist.


Customer service and support

Many companies do not have sufficient time and resources to maintain top-notch customer service and support services. Some want to focus more on creating excellent products and services, and so allotting time for customer service becomes secondary. There are companies that do not have enough employees dedicated for the sole purpose of serving their customers’ after-service or after-purchase needs. These businesses may do well for a while, but over time, as their clients and patrons increase, service may become bad enough for their customers to switch to a competitor brand in search of better customer support.

Outsource or do it in-house?

You do not want that to happen to your company, and so offering the best products and services should be equally as important as providing the best customer service and support to your clients. The Superstore helps you find a suitable outsourcing company to help with your customer service needs. A reliable BPO firm will help keep your customers happy and satisfied without placing an extra burden on your existing staff, letting them focus more on their core competencies.

Outsourcing customer service

Here are some reasons why it is better to outsource customer service.

  1.   Cost-effectiveness – Outsourcing customer service can generate significant savings for your company. This is perhaps the biggest reason why you should outsource this aspect of your business. You can save on hiring new employees, providing them with all the bonuses and benefits, and having to train for the job. However, while saving money is an inherent benefit of customer service outsourcing, it should not be the driving motivation to do it. You should focus on providing quality service to your clients first and foremost, which means that hiring a proven BPO company should be the priority.
  1.   Multi-channel Service – Outsourcing helps you reach out and serve your customers across multiple channels. It is something that could be limited if you try and do it internally. By hiring a third party to take care of your customer service and support needs, you will be able to provide your customers access via almost all available media – voice calls, emails, mobile/SMS messages, live chats, and even in social media.
  2.   24/7 Availability – Companies that serve the global market need to be available all the time. Outsourcing gives you the opportunity to become accessible to your customers for 24 hours a day, seven days a week. For instance, online stores need to be available for customer support, queries, or complaints notwithstanding the time zone where the buyer is. 24/7 availability would be taxing for any organization unless it chooses to outsource to a company that is already an expert in this field.
  3.   Versatility – Outsourcing your customer service and support functions will provide your business with a versatile team of experts. From data entry, helpdesk support, marketing and sales, and even attending to some privacy concerns of your customers, you have it all covered with a reliable third-party provider. In the Philippines, you have access to a huge talent pool of workers with diversified skills and experiences. Talent in the Philippines is also more cost-effective than in other countries.

Customer service & support software and tools

Outsourcing suppliers utilise the best customer service tools on the market. Below are some of the core customer service tools, for the leaders in the field.

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Outsourced customer service and support jobs and roles

We outline some of the most commonly outsourced customer service and support roles.  The Philippines now offers some of the best customer service representatives and can be at a fraction of the cost to ‘Western’ equivalents.


Inbound Calls

Inbound calls means answering customer queries, concerns, and complaints 24 hours a day, seven days a week. It also deals with regular business transactions such as guiding new subscribers to become more familiar with the product or service. The role is responsible for satisfying customers’ needs by accommodating their calls, providing alternative solutions, and resolving their problems as soon as possible without compromising the reputation of your business. Inbound call center representatives are the first touchpoints between your company and your customers. It means that this role is quite important and must be performed by a highly trained and skilled customer service staff which your outsourcing partner can provide.

Outbound Calls

Outbound call center roles are responsible for making outgoing calls to your customers and developing strategies that would lead them to call prospective clients. The role makes calls to potential clients and customers to introduce new products and services or to inform them of the latest promotions. Listening to customer suggestions or objections and making them feel heard and understood are part of the job. Also included in this role is making outbound calls regarding billings, due dates, payment collection, system changes or modifications that may have transpired recently. The role may also call customers to conduct a customer satisfaction survey or any other study that would further improve your company’s service.


Helpdesk service representatives provides instant help and resolution to common customer issues. If the helpdesk specialist is unable to solve the problem, it will be immediately passed on to the next applicable level of assistance. In other words, a helpdesk specialist receives customer calls and resolves them or passes them to the proper people who would answer a particular customer concern. Like inbound call representatives, they are also at the first level of contact with customers, but they specialize on resolving issues regarding the company’s product or service. Included in the job is guiding customers through the process of finding a solution to their problems as well as providing timely feedback when needed.


Non-voice call center agents helps when it comes to customer service and support, but their main function does not include taking or making calls. Typically, the role utilizes email, live chat, or social media communication channels to interact with customers and deal with their concerns. Non-voice accounts provide non-personal communication with a client because they do not interact directly and no voice is heard. Some customers prefer this kind of interaction with a company because they want to avoid confrontations or unnecessary arguments. Because this kind of customer support is written, those involved have time to figure out their emotions before sending any feedback or reaction to the person they are talking to.

Data Entry

Data entry clerks prepare and sort source information to be inputted into a computer. They establish the priority of encoding or entry, which means they review all data for errors and deficiencies. They follow a standard procedure to resolve these inaccuracies. If the data entry clerk is not authorized to correct the mistake, the document is then passed to the team leader who is sanctioned to do so. The job includes encoding customer and account data to the company’s database either by using a keyboard or an optical scanner. After encoding, the clerk will review, correct, delete, or re-encode if necessary, and finally verify the accuracy of the data. The data inputted is then usually stored with backups or in the cloud.


Like a typical offline hotel concierge, the e-concierge is responsible for taking care of customers who reach out to the company but only via the internet. The job of an e-concierge can be quite wide as compared to the other roles described in this list and varies depending on the business, as the e-concierge‘s main objective is to keep a client as satisfied as possible in their dealings with your company. This may come in different situations depending on what the customer needs. For instance, if a customer asks for advice to a problem regarding a product or service, and then presents three possible solutions, the e-concierge ought to know what the best option of the three is and must be able to explain the reason behind it.

Tech Support

Tech support provides solutions to customers who are having problems particularly with regard to using your company’s website or hardware and software products. Tech support specialists help end-users (customers) to resolve issues such as username login and password concerns, installation or uninstallation of apps or software, navigation of the website, verification of correct hardware set up, and proper usage of a product or device. Solutions are communicated in a simple, courteous, and professional demeanor. Communication channels can be through phone calls, live chats, SMS, and social media messaging. Tech support specialists follow a standard procedure that will not compromise your company’s brand and credibility.

Client Relations Manager

Client relation managers build, develop, and maintain friendly relations with your customers. They help manage internal teams to ensure successful delivery of solutions to customers. However, the difference is that they focus on a predetermined portfolio of key clients and the goal is to build long-term relationships with them. The role also helps create a strategy to improve your clients’ own businesses, providing them with practical advice that would help generate income or save on expenses. They hold regular meetings with clients to make sure that they remain satisfied with your company’s service. Apart from that, client relations managers also analyze the competition to discover new ways of retaining customers.


Research specialists studies the customer service department of your company and finds easy and sensible ways to improve it. The role performs comprehensive research on the best ways to enhance customer satisfaction, including coming up with suggestions to improve the productivity and efficiency of internal teams. They also conduct customer satisfaction surveys, analyzing, interpreting, and reporting the results to the higher management. Aside from developing plans and strategies to improve customer service and support, research specialists also help implement these plans and suggestions to ensure continuous success.This role helps companies improve the way their employee communicates with their client.

Lead Generation

This role is different from the primary lead generation and sales executive who is responsible for the successful conversion of inbound leads into sales opportunities for your company. The main focus of the customer service lead generation specialist is to provide help to the executive mentioned above, giving assistance when it comes to client prospecting and lead creation to meet the company’s overall customer building quotas, goals, and plans. They also make a lot of research about potential clients and target prospects, finding ways on how to attract them. They can also be required to verify the generated leads either via phone call or email, after verification, they are then scheduled to have a phone call with a sales manager.

Account Manager

Account managers are responsible for building, developing, and maintaining warm relationships with your company’s collection of clients. The role acts as a bridge between the customers, higher management, and all the other stakeholders of the business. Account managers make sure that all internal teams are working together harmoniously for the prompt and successful conveyance of client demands and requests and resolutions for their problems. As the lead point of contact between your business and customers, the account manager is well versed on everything about your company’s current accounts. The role is also responsible for identifying potential clients and opportunities to expand the business further.

Marketing and Sales

Marketing and sales specialists provides topnotch customer service by providing clients with all the information they need to create an account with your company. The marketing and sales specialist closely guides a potential customer on how to go about the process. They also help the customer realize that your company’s products and services are essential for the success of his or her business. Marketing and sales specialists are also experts in finding ways to sell your company’s products and services even during the lean seasons. They also do some research and analysis on how to effectively reach out to new customers, developing new approaches and strategies to engage your company’s target market.

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Widest range of outsourcing services

The Source Superstore offers the widest range of productised outsourcing services.  The Superstore offers incredible packages, supplied by some of the best companies in the industry and offer market-beating discounts.

Customer Service Packages

  • Helpdesk support
  • Inbound / outbound calls
  • Email / chat support
  • Account management
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Digital Marketing & Content

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Virtual Assistant & Administration

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Lead Gen. & Sales Packages

  • Outbound calling
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  • Appointment setting
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IT Infra., Network & Support

  • Support ticket management
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Consultation & Proff. Services

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The Source Superstore offers four pricing tiers for easy navigation and comparison. With the Superstore, you get a precise service, delivered within a distinct timeframe, for a clear price.

$199 $599 $1,299 $5,999
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Why outsource to the Philippines?

The Philippines is considered the ‘Swiss banking of outsourcing’.  The country has been outsourcing longer than any other nation, so it has incredible expertise in the area, plus it has incredible cultural alignment with the ‘West’, a very young and well educated population, and English is a native language.


Cheap Labor Costs

The number one reason why you should outsource to the Philippines is to save on cost. Cost of labor in the country is normally half of that in developed nations. Additionally, you get to avoid payments for office space, work equipment, human resource costs, legal costs, and some taxes. Despite all the savings, the quality of work remains high. An explanation for this is that the cost of living in the Philippines is lower than in developed countries. Save more than 70 percent of your total labor costs by outsourcing to the Philippines.

English Language Proficiency

Along with Filipino, English is one of the most-spoken languages in the Philippines. Filipino workers naturally have high English language proficiency, whether it be through written or verbal communications. Some have even developed natural-sounding American accents, while others have neutral accents, which make it almost impossible for customers to notice that they are talking to a foreigner. It is the primary competitive edge of the country over its neighboring nations and one of the reasons why you should outsource in the Philippines.

Excellent Education System

The Philippines has an excellent education system, giving the country a literacy rate of 95 percent. According to the ASEAN Briefing, around 450,000 Filipinos graduate from college each year. Scholarship grants provide access to higher education for less privileged Filipinos, allowing the country to produce highly skilled and knowledgeable workers. Some universities have even included BPO work preparation in their curriculum. Postgraduate education programs allow older employees who want to change careers to gain basic BPO skills.

New Generation Workers

The average age of Filipino workers is 23 years old. It means that most of them have grown up amidst the advent of the new technology. This is a great advantage for companies that rely mostly on modern technology. There are some workers who receive BPO training while they were still students, making them well-prepared to join the industry. This new generation of workers understands that the BPO industry is one of the best employment options right now. They accept every opportunity to do so, which resulted in a massive BPO talent pool.

Cultural Flexibility

Unlike in their competitor nations, the culture of the Philippines adapts well to Western countries. Hundreds of years of colonization by the Spaniards and Americans have made the country embrace Western culture naturally. English is one of the primary languages in the Philippines, while the political setup is very much alike with that of the West. It resulted in a government that fully supports the business process outsourcing industry. Indeed, outsourcing in the Philippines will not be too much of a trouble for any Western company.

Familiarity with Western Lifestyle

Filipinos are quite familiar with the Western culture and lifestyle. Not only are they fluent in speaking English, but Filipinos could also talk to anyone about the latest on politics, sports, movies, TV shows, and other pop-culture topics currently happening in the West. Filipinos are also avid user of western applications such as YouTube, Google and Facebook. This type of awareness to the current events in the West has become an advantage for outsourcers to the Philippines as there is an immediate rapport with a service provider.

Customer Service Oriented

One of the innate traits of Filipinos is being hospitable. They bring this attitude even to work, which makes them one of the most courteous and welcoming service providers in the world. They are respectful not only to customers but also to their superiors and colleagues. Filipinos are also cheerful by nature. They easily find the positive in any negative circumstance and can handle pressure situations with much poise. Filipino workers also have an excellent work ethic that makes them the ideal employees in the outsourcing industry.

Strong Government Support

The Philippine government has always been supportive of the BPO industry. One recent law that has been passed to reinforce the outsourcing industry is the Data Privacy Act of 2012, which improved the country’s security policies up to international standards. One of the main reasons why Western businesses have hesitated about outsourcing abroad is the involvement of sharing confidential data with third party service providers. The Data Privacy law managed to fix that uncertainty, making the Philippines a reliable outsourcing destination.

Improving Philippine Economy

Before the introduction of outsourcing in the Philippines, most Filipinos work as OFWs. At that time, the Philippine economy was highly reliant on OFW remittances. Many Filipinos still work abroad today, but the trend has slowed down because of the option the BPO industry had presented. It resulted in a huge improvement in the Philippine economy as outsourcing provides millions of jobs in the country. With more Filipinos opting to stay, the local economy has flourished, and Philippine small and medium-sized businesses reaped the benefits.

Reduction of Potential Legal Issues

A lot of corporations and their executives in developed nations have to take care of unnecessary lawsuits or complaints from their existing in-house employees. Some of these charges were even silly in nature. By outsourcing to the Philippines, these companies will be able to reduce these potential legal issues, as this would be totally on the shoulders of the service provider. Through outsourcing, you will no longer have to worry about in-house politics between employees as the BPO firm will already take care of their own workers.

Established Infrastructure

Because outsourcing in the Philippines came a little late, the country was able to learn from what did not work with the outsourcing models of the other nations that tried it first. This resulted in a more established and organized BPO infrastructure in the Philippines. The industry leaders had prepared topnotch BPO centers, facilities, utilities, and transportation setups for outsourcing even before the practice boomed. The Philippines has the capacity to provide better infrastructure options as compared to their global competitors.

Access to Latest Technology

The country’s BPO industry has made huge technological advances in the last few years. Philippine telecommunication and internet service firms, along with healthcare and airline services, have upgraded their infrastructures to accommodate the growing industry in the country. Outside support from global companies has also been coming in, providing access to the latest technology. As a result, BPO firms in the country have become Omni channel service providers that can offer email, social media, live vide and chat with their clients.

Using a BPO company vs. agency vs. Freelancer vs. Upwork


There are several different ways to get outsourced work done, and hiring a BPO company is just one of them. Another way to do it is to employ freelancers through an agency or directly hire an individual freelancer via his personal online site. These routes can be hard because you have to do a lot of research to find the best outsourcing websites and freelancers available.

However, there are also websites that make the search easier. Websites, such as Upwork, cater these individual and agency freelancers. These websites act as a marketplace that sign up individual and group freelancers all over the world. Companies who need to outsource portions of their operations can visit them and look for third-party service providers that could accomplish their requirements. Some of the most common outsourced jobs for individual freelancers are content writing, creative writing, product description and reviews, virtual assistance, and encoding.

If you want to work with an individual freelancer, then you can choose to do that. Working with an individual lets you have direct contact with the person when it comes to project development, project timeline, and payments. Workflow is easy with straightforward communications.

You can also choose to hire someone from an agency. Going this route means that you are given a contact person from the agency, and they will provide you with the staff that you need. Payments and complaints, if any, are coursed through the agency’s point person assigned to you.

The BPO company route may be slightly expensive than the other options, but you make up for those expenses with guaranteed returns. In BPO firms, you can be sure that you are working with highly-skilled professionals in their fields of expertise. Meanwhile, you are not certain about the skill level of your service provider when you hire a freelancer directly or via an agency.

Each outsourcing route has its own pros and cons, and so choosing the best option for your business depends entirely on the risk you are willing to take. The table below shows a comparison of these different outsourcing routes and some of their features.

  BPO Company Agency Freelancer Upwork
Verified Outsourcing Partner
Pricing Structure fixed varies varies varies
Redundancy yes varies none none
Quality Control yes varies none varies
Backup and Security yes varies none minimal
Trained and Skilled Professionals guaranteed varies uncertain uncertain
Equipment Reliability high moderate low low
Reasonable ROI guaranteed varies uncertain uncertain

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Comprehensive outsourcing vs. seat leasing vs. staff leasing


Seat leasing and staff leasing are two other forms of outsourcing. However, they are quite different from the comprehensive outsourcing offered by BPO companies.

Seat leasing means renting a workspace or “seat” for a fixed sum each month where your employee can work on his tasks. The best seat leasing providers can offer you warm seat leasing or cold seat leasing options. Warm seat means that the space lender will also provide you with the staff that will fulfill your requirements. In cold seat, you have to find your own employee and rent the space only. Seat leasing would be ideal for startup companies that do not have that much capital to hire regular employees. It is a cost-effective way of getting some of your operational tasks done while you focus on running or promoting your business. The temporary nature of seat leasing is also an advantage since you get to further grow the business before investing in actual office space and equipment.

On the other hand, staff leasing means that the outsourcing company will provide you a set number of employees for an agreed number of days. Basically, it is almost the same as BPO outsourcing, but the length of outsourcing time or contract is quite short.

Staff leasing allows you to gain the benefits of having skilled employees anytime you need them without going through the hassle of recruitment, payroll, benefits, and other human resource concerns. The best staff leasing companies already have a talent pool where they can pluck out the specific skilled worker that you need. You only need to approach the leasing company, inform them of your requirements, and they provide you with the right staff to accomplish your goals.

Comprehensive outsourcing, also called complete outsourcing, is much more all-encompassing in nature as compared to the previous two. The BPO company is hired to manage all of the processes and activities for a certain operational task you hired them for. All aspects of that specific task will be managed on your behalf, virtually eliminating your need to allot time and resources to it.

There is only a thin line differentiating comprehensive outsourcing from staff leasing. In simple terms, staff leasing companies provide you with manpower primarily while BPO firms help with operational processes and other tasks as well.

The table below shows the difference between comprehensive outsourcing, seat leasing, and staff leasing.

  Comprehensive Outsourcing Staff Leasing Seat Leasing
Manpower Guarantee yes yes n/a
Skilled and Experienced Workers Provision yes yes n/a
Recruitment and Training yes varies n/a
Payroll and Benefits Duties none varies n/a
Hiring or Contract Duration varies varies transient
Operational Support yes none none

Business roles to outsource

Outsourcing can be integrated into almost any business, in any business sector.  Virtually any business function that can be done from in front of a computer monitor, can be outsourced.  There are some more commonly outsourced roles though, and it might be wise to start with these roles first.  We outline some of those here:

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