Inbound and Outbound Voice Support
Call Center Outsourcing in the Philippines
Call center outsourcing with Outsource Philippines™ gives you a dedicated team of voice agents in the Philippines who answer and make calls only for your business. They follow your scripts, call flows, and service standards for inbound customer service, outbound follow-up, and appointment calls, during your business hours, after hours, or overnight.
- 2003
- Outsourcing Services Began
- 100+
- Full-time Employees
- 90%
- Staff Retention over 12 Months
- 2–4 Wks
- To Set Up Your Team
What Your Voice Team Can Handle
From Routine Calls to Complex Conversations
We build your team around your call types, volumes, and coverage hours.
Customer Service
Routine questions, requests, account help, and general support.
Follow-up and Engagement
Confirmations, surveys, notifications, renewals, and other outbound calls.
Sales Support
Lead qualification, appointment setting, and order help.
Escalations
Complex or upset callers handled or routed by your escalation rules.
Inbound Voice Support
A Reliable Point of Contact for Every Caller
Your agents answer in your company’s name, use your knowledge base, and log every call in your CRM so the next person sees the full history.
We run three shifts, so your line can be covered during your customers’ business hours, after hours, or overnight.
- Customer Service Calls
- Product and Service Questions
- Order and Account Help
- Appointment and Booking Support
- Billing Questions
- Complaint Handling
- Escalation Handling
After-hours Answering
Your Phones Answered After Your Office Closes
The Philippines is 12 to 16 hours ahead of the US, so a regular shift in our Manila office covers your evenings and nights. The same dedicated agents answer every after-hours call in your company’s name, not a shared pool reading a generic script.
They follow your after-hours rules: take messages, book or change appointments, answer routine questions, and reach your on-call staff when a call is urgent. Every call is logged in your CRM, so your team starts the morning with the full picture.
- Evening and Overnight Coverage
- Messages Sent the Same Night
- Appointment Booking and Changes
- Urgent Calls Routed to Your On-call Staff
- Every Call Logged in Your CRM
Outbound Voice Support
Outbound Calls That Follow Your Rules
Agents work from your lists and scripts and respect your do-not-call and opt-out rules. One team can handle inbound and outbound if your workload calls for both.
- Customer Follow-up Calls
- Appointment Confirmations
- Customer Surveys
- Lead and Prospect Calls
- Renewal and Retention Calls
- Service Notifications
- Account Follow-ups
- Customer Reactivation
Tier 2 and Tier 3 Voice Support
Human Voice Support Behind Your AI
If an IVR, voice bot, or AI agent handles your Tier 1 calls, our agents can take the transfers that need deeper product knowledge, troubleshooting, judgment, or empathy.
We train the team on what your automation already tried, so customers do not have to repeat themselves.
Quality and Continuity
How We Keep Quality High
Every call program gets the same controls, so you can see call quality without listening to every call yourself.
Named Team Lead and Account Manager
You get one named team lead for daily coaching and one account manager for scope, staffing, and billing questions.
QA Scoring Against Your Standards
We score a sample of interactions each week against a scorecard built from your rules, then coach on the gaps.
Weekly Performance Report
Each week you get call volumes, answer rates, average handle time, first-call resolution, QA scores, and CSAT if you track it.
Trained Backup Coverage
We cross-train backup staff on your account so leave, sick days, and peaks do not leave your queue uncovered.
Replacement If Someone Leaves
If a team member leaves, we recruit and screen a replacement, then train them on the processes your team follows.
Secure, Supervised Work
Your team works onsite on company-managed devices behind a firewall. We supervise and track work in WorQmate. Access follows your rules.
Tools and Call Monitoring
Your Phone System, Your CRM, Your Scorecard
If you use a different system, we’ll evaluate and adapt to it. You keep the accounts and the recordings.
We review calls against a scorecard built from your standards and use the results for coaching.
Systems We Work In
- Phone Systems
- RingCentral, Aircall, Five9, Talkdesk, and Zendesk Talk
- CRM
- HubSpot and Salesforce
What We Review
- Greeting and Call Opening
- Product and Process Knowledge
- Script and Workflow Adherence
- Accuracy of Information
- Resolution and Escalation
- Closing and Documentation
How It Works
From First Call to Go-live in 2–4 Weeks
Clear timelines, careful hiring, and training on your call flows before your team takes live calls.
- 1
Days 1–2
Scope and Proposal
We review your volumes, channels, hours, and tools. Then we send hourly pricing in writing.
- 2
Agreement
Sign and Start Hiring
Recruiting starts after you sign the Outsourcing Services Agreement and pay the security deposit.
- 3
Weeks 1–3
Screen and Interview
We shortlist and test candidates. We join your team for final interviews.
- 4
Weeks 2–4
Train on Your Process
Agents practice calls using your products, scripts, call flows, phone system, and escalation rules.
- 5
Go-live
Launch and Report
Your team goes live with agreed targets. Weekly reports and QA scores start from the first week.
Not sure which team you need? We’ll recommend one in a free 30‑minute call.
Client Feedback
Why Clients Stay with Us
As always, we are very grateful to the entire FilWeb team for their dedication and excellent work. I only have good praises to sing. I am pleased to recommend you because I have no shortage of praises to sing for you guys.
Frequently Asked Questions
How Much Does an Outsourced Call Center Agent Cost?
You pay an hourly rate for each dedicated full-time agent that depends on skills, call type, and shift. Costs depend on the role, scope, coverage hours, and team size. See our pricing page or request a written proposal.
Can You Handle Both Inbound and Outbound Calls?
Yes. We can build a team for inbound, outbound, or both. A combined team works well when inbound volume has quiet periods that outbound follow-up, surveys, or renewal calls can fill.
Will We Share Agents with Other Clients?
No. Your agents are dedicated to your business full time, 40 hours a week. They learn only your products, scripts, and customers, which keeps answers consistent and call quality easier to manage.
Can Your Agents Use Our Phone System and CRM?
Yes. Agents log in to your existing tools, such as RingCentral, Aircall, Five9, HubSpot, or Salesforce, with the access you approve. You keep ownership of the accounts, recordings, and customer data.
Can You Answer Our Calls After Hours?
Yes. Because of the time difference, a regular shift in our Manila office covers US evenings and overnight hours. Your dedicated agents answer in your company’s name, take messages, book appointments, and reach your on-call staff for urgent calls, following the rules you set.
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Get Started
Ready to Build a Dedicated Voice Team?
Tell us your call volumes, hours, and call types. You get a written proposal.