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Toll Free: 1 800 371 6224 | US: +1 650 204 3191 | UK: +44 8082 803 175 | AU: +61 1800 247 724 | Philippine Local No: 63-2-83966000

Commonly Outsourced Customer Support Services in The Philippines
Commonly Outsourced Customer Support Services in The Philippines
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ABCs of Insurance Accounting Outsourcing You Must Be Aware

Home | Blog | Setting the Expectations For Outsourced Support Agents

Setting the Expectations For Outsourced Support Agents

By Yelyna

Updated on June 4, 2024

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What to expect with your outsourced support team

The outsourced customer care services are witnessing steady growth. It is being expected to surpass USD 110 billion by 2024. This was reported by Global Market Insights, Inc.

Omni-channel retailing has become a growing trend. Businesses get to mark their presence across many channels:

  • Chat
  • Voice
  • Web
  • Social media

A deeper look into the outsourced 24 7 support services

These channels empower the users and boost their confidence through customer service.


  • When a chat starts, customers are immediately connected to your website. A website where we handle everything with care, just like how you would. The customers would not even know the difference in who handles them. We smoothly transition as an extension of your company.
  • Our live chat Specialists are experts in the field. They build rapport through unscripted and connection-building conversations. This, in turn, forms a long-term loyalty from the customers. They feel ensured that their worries do not go unnoticed. With our empathic agents’ answers, we get to assure them.
  • We guide your visitors to the next steps. We lead them to your FAQs page and call transfers to your sales team. All while saving you time and saving your money and focus.


  • Lead generation’s purpose is to develop sales through found clients. Clients who are most likely to buy services or products.
  • Trained agents to persuade them to close deals via phone calls. Sales in telemarketing may also be “telesales” or “inside sales.”
  • Inbound calls is being based on inquiries about the products and services offered. Often pertained to as a “warm” call, customers initiate as first contact with the company. It enables customers to inquire during a time that best suits their interests.
  • Outbound or “cold” calls raise awareness about your products to targeted audiences. Calls are between the agent and prospects you’ve never been in touch with. These unsolicited calls convince customers to make a purchase.


  • Data entry work includes all kinds of data entered in a digital format. This is from the source file which can be either in paper form or any other medium.

Social media

  • Many potential customers are going to notice and engage through social media. It is important to be able to connect with people while staying relevant.


What to expect from customer support services companies in Manila

Businesses face challenges due to the lack of expertise. As a result, they focus on choosing a partner with extensive experience in the industry.

Factors that you think may hinder the outsourced customer care services:

  • Language barriers
  • Currency exchanges
  • International laws

We counter all this with:

Multilingual speaking agents

The Philippines has the top spot for business English skills. This is according to Global English Corporation. This is because at least 90% are English speakers in the country. It has become a great advantage in the Philippine outsourcing industry. There are also many Filipinos who speak other spoken languages in the world.

Cutting operations cost

Cutting costs is one of the most common attractions. This is one of the many reasons why industries decide on offshoring their operations. The pricing for staffing offshore is also cheaper. This is in comparison to business process outsourcing.

Government support

The government has been an integral part of the BPO’s success in the country. It has backed the industry up for over 25 years already.

Looking for an outsourcing location? Do you need up-to-date technology and a rich talent base? The Philippines could be on your top list!

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