A Philippines call center team that works only on your account
A call center in the Philippines is sold one of two ways. In a shared call center, agents split their time across several clients and you pay by the minute or by the call; the person who takes your 2 PM call may never take another one for you. With a dedicated team, the people on your account are yours: employees of Staff Outsourcing Solutions, assigned only to your company, trained on your products and your scripts, and managed by a team lead on the same shift. You know each of them by name, and after a month they know your customers.
The dedicated model fits companies whose calls take product knowledge: e-commerce brands, software and subscription companies, healthcare and billing offices, logistics, insurance and service businesses. It gives you one consistent voice and one fixed monthly cost. For the detail behind each channel, see our customer support outsourcing page.
An IT services firm has stayed with us since 2014, with customer-satisfaction scores up 25%+ (Clutch, 5.0). Read every review on our Clutch profile.
What we handle and what you handle
We recruit, employ, pay, house and supervise: recruiting and screening for your role, the employment contract under Philippine labor law, payroll and benefits, the workstation and headset in our Cebu Business Park office, HR and attendance, and a team lead on your shift who runs the queue and the coaching.
You direct the work. You issue the phone system, helpdesk and CRM accounts, set the scripts, the escalation rules, the refund limits and the quality scorecard, choose the hours, and decide who joins: you interview the finalists on video before anyone takes a call for you. The recordings and the reports live in your systems.
Call center services we staff in Cebu
Every team below works in your phone system, helpdesk and CRM through accounts you issue and can revoke. Nothing moves to a platform of ours.
Inbound customer service
Order questions, billing questions, account changes, product help and complaints, answered by team members trained on your call flows and your escalation rules. Our customer service representative postings describe the job as it is done on our shift tonight: handle inbound and outbound calls, give accurate information under the client's policies, document every interaction, resolve what can be resolved and escalate the rest. More on the inbound customer service page.
Outbound calling and appointment setting
Dedicated SDRs, appointment setters and cold callers who work your list from your own dialer and CRM, with call recording where your policy and the law allow and daily QA scoring. Scripts are co-written with you and approved by your counsel, and Do Not Call scrubs and calling-hour rules follow the FTC's Telemarketing Sales Rule. Real estate and SaaS detail is on our appointment setting services page.
Email and chat support
The written side of the same queue: email and ticket replies in your helpdesk, live chat on your site, returns, billing questions and first-line troubleshooting, in your tone of voice. One team member can work several chats at once, which makes chat the lowest-cost channel for short questions. See chat and email support.
Technical support
Tier 1 and tier 2 help desk cover across phone, chat, email and tickets: troubleshooting, software and application support, and a defined escalation path for the issues that need your engineers. The team works inside your ITSM, ticketing and knowledge-base tools, so nothing about your stack changes. See technical support outsourcing.
Ecommerce customer service
Where-is-my-order calls, order changes and cancellations before shipment, returns and exchanges within the refund limits you set, product questions from your catalog and marketplace messages on Amazon and Shopify, handled in Zendesk, Gorgias or whatever helpdesk you run. Team members are added ahead of a holiday peak or a launch. See ecommerce customer service.
Healthcare patient calls
Patient scheduling, insurance verification, patient balance calls and claims follow-up for US providers and revenue cycle companies, in your systems, with the access you grant, under your policies. Our team members are experienced under client BAAs, supporting HIPAA-regulated workflows under client compliance frameworks, and every healthcare posting we run lists keeping patient information confidential as a duty of the role. Our healthcare call center page covers the patient-facing roles in detail.
Why US companies put their call center in the Philippines
Four reasons come up on every first call.
- English. English is one of the two official languages of the Philippines and the language business and health programs are taught in. Every customer service posting we run asks for strong spoken and written English, and we screen for it before you meet a candidate.
- People who have worked US accounts before. Our current customer service representative postings ask for prior voice experience on a US account, so the applicants have handled American callers, products and hours already. Training starts from your scripts.
- US hours. Cebu is 12 hours ahead of US Eastern time and 15 hours ahead of Pacific (13 and 16 in winter). Our call center teams work the night shift, Monday to Friday, so a 9 AM start in New York is 9 PM in Cebu and a 5 PM close in Los Angeles is 8 AM the next morning.
- Cost. The US Bureau of Labor Statistics puts the median pay for a customer service representative at $44,770 a year (May 2025), before benefits, workstation, supervision and the office. Clients typically save 53 to 70 percent on the salary line against the same hire in the US.
Why Cebu and why us
Staff Outsourcing Solutions has built and run dedicated teams for US companies from Cebu since 2010: 15 years of customer service, e-commerce, healthcare and back-office work from one facility in Cebu Business Park. The company is SEC-registered and DOLE-compliant, with a US office in Nixa, Missouri, so your contract and your point of contact are American and the team is in Cebu. Thousands of employees across a multi-shift, multi-floor operation with 1,000-seat capacity mean a call center team can grow from three team members to thirty under the same team lead. Our founder, Chris Rush, has sold online since 2001, and the support team for that business has taken its calls from this Cebu office since 2010, so we run the model we sell.
Our facility has a full building generator for backup power. We have multiple redundant internet services running on separate undersea cables with direct routes to the US and beyond. This allows us to have reliable, low-latency service for our clients. See our facilities for the building and the workstations.
7F MDCT Building, Leyte Loop, Cebu Business Park, Cebu City, 6000 Philippines. US: 1738 N Gregory Drive, Nixa, MO 65714.
How we build your call center team
- Scope the queue. On the first call we map your channels, your call volume by hour, the products the team will learn, the systems it will work in and the hours you need covered.
- We recruit and vet against your job description. Every candidate passes four checks before you meet them: a skills assessment, a cultural-fit interview, a third-party background verification and a role-specific evaluation, which for call center work includes a live English conversation. The steps are on our thorough employee vetting page.
- You interview the finalists on video and choose. We send profiles; you pick who joins your account.
- Training on your scripts and tools, then go live under a team lead. The team learns your call flows, products, helpdesk and escalation rules from your documentation. A team lead on the same shift manages attendance, coaching and the queue, and is included in the monthly rate. You set the scorecard, we score calls against it, and you get the findings in a weekly review.
Most roles start in 2 to 4 weeks, depending on the role. Every account has an account manager, every team member works 100 percent onsite in our Cebu office, and if someone leaves, we recruit the replacement and you interview the next shortlist.
Philippines call center costs
Pricing starts from $1,500 a month for each full-time call center position. One monthly rate covers salary, benefits, workstation, facility, supervision and HR. There is no per-minute, per-call or per-ticket fee, so the person who learned your products in month one is still on your account in month twelve.
Per-minute pricing looks cheaper on a quote and costs more in practice: you pay for every minute including hold time, the agent changes with every call, and the training you paid for leaves with the shared team's turnover. A dedicated team costs the same every month, and the knowledge stays with you.
Clients typically save 53 to 70 percent on the salary line against the same hire in the US. Loaded, the gap widens: a $45,000 salary is closer to $80,000 once you add taxes, benefits, equipment, recruiting and manager time. A managed team member in our Cebu office costs about a quarter of the fully loaded cost of the same US hire and, with our management on the shift, gets about twice as much done: twice as productive at a quarter of the cost. Start with one team member and add more. Call 1-888-356-8024 for a quote.
A $50M e-commerce distributor moved support offshore in 2019 and freed its internal staff for higher-value work (Clutch, 5.0).
No setup fees, no screening fees, no long-term contract and no minimum team size: start with one team member and add more as the work grows.
What goes wrong with an outsourced call center, and how we avoid it
Cheap outsourcing is the most expensive thing you will buy. The failures we see have four causes.
- A shared team. Agents who split their time across clients never learn your products. Your team members work only on your account, on your shift.
- Home internet and home power. An agent working from home drops on the first outage. Every team member works from our Cebu Business Park office, never from home, with a team lead in the room.
- Scripts nobody owns. A team trained from the basics guesses at your policy. Training starts from your scripts, and your scorecard sets the quality bar.
- A manager on your side who never wanted the rollout. Our team lead runs the shift; you name one owner on your side who gives the team a weekly review. Get your early wins there.
Frequently asked questions
From $1,500 a month per full-time position with Staff Outsourcing Solutions, covering salary, benefits, workstation, facility, supervision and HR. There is no per-minute or per-call pricing. On the salary line alone, clients typically save 53 to 70 percent against a comparable US hire.
English is an official language and the language of instruction, many applicants have already worked US accounts, the night shift lines up with US business hours, and a dedicated hire costs 53 to 70 percent less on the salary line than the same hire in the US.
Yes. Our call center teams work the night shift in Cebu, Monday to Friday, which is the US business day from Eastern to Pacific. Weekend and after-hours coverage are set up as extra shifts when your customers need them.
Yes. The same team can take phone, email, live chat and helpdesk tickets, or you can start on one channel and add the others as the team learns your products.
English and Spanish. Our patient accounts receivable team includes a Spanish bilingual line today: the team member takes the call in the caller's preferred language and keeps the notes in English. Other languages are not staffed at this time.
Dedicated people, a team lead on the same shift, and a scorecard you define. Calls are scored against your criteria, recordings are kept where your policy and the law allow, and you review the findings with the team lead every week. Because the team does not change from call to call, coaching sticks.
Our facility has a full building generator for backup power. We have multiple redundant internet services running on separate undersea cables with direct routes to the US and beyond. This allows us to have reliable, low-latency service for our clients.
You can start with one full-time team member and add more as the queue grows. A team lead is included at any size. Call 1-888-356-8024 to talk through your queue.
Most roles start in 2 to 4 weeks, depending on the role. If someone leaves later, we recruit the replacement and you interview the next shortlist, with no setup fees and no long-term contract.
Ready to put a dedicated Philippines call center team on your queue?
On the call we take your channels, your volume, your systems and the hours you need covered. Then you get candidate profiles, you interview the finalists on video, and training on your scripts starts once you choose. From $1,500 a month per position, with salary, benefits, workstation, facility, supervision and HR in the one rate. Call 1-888-356-8024 or send the form.
We reply within one business day.
Our 3-step process
We help businesses find the right talent to strengthen operations, connecting you with skilled professionals aligned with your goals to drive efficiency and growth.
Consultation
We analyze your needs, challenges and objectives.
Tailored Solution
We design a customized plan that aligns with your goals.
Ongoing Support
Our team provides continuous assistance and optimizations to ensure efficiency.
Our solutions are tailored to meet the needs of diverse industries, including:
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