How customer support outsourcing works with us
Outsourcing customer service means another company hires, trains and manages the people who answer your customers, while you keep the policies, the tools and the customer relationship. With us, those people are full-time employees of Staff Outsourcing Solutions, on-site in our Cebu office and assigned to your account.
- You choose the size: one specialist or a full offshore team, matched to your goals, your business hours and your budget.
- You interview the shortlist: we send candidate profiles, arrange interviews, and you pick who joins your account.
- The team works in your systems: your helpdesk, your phone system and your order or billing platform, through accounts you control.
- We handle the employer side: recruitment, training, performance management, payroll, benefits and HR, DOLE-compliant in the Philippines.
You get a team that learns your products and your customers and stays on your account, with a team lead on the same shift who answers to you.
Phone, chat and email support
Most support queues run on more than one channel. The same team can cover one channel or all of them, so a customer who emails after a call reaches people who already know the case.
Inbound phone support. Order questions, billing questions, account changes, product help and complaints, answered by team members trained on your call flows and your escalation rules. Our inbound customer service page covers call handling in more detail.
Chat and email support. Real-time chat on your website, plus email and ticket replies in your helpdesk, written in your tone of voice. One team member can work several chats at once, which makes chat a cost-efficient channel for short questions. More on our chat and email support page.
Coverage and scale. Hours are set around your customers, from a single US business-day shift to 24/7 support aligned with global time zones. The facility runs multiple shifts, so East Coast and West Coast hours are both covered. When a peak season or a launch is coming, team members can be added ahead of it, under the same team lead.
Customer support for e-commerce, healthcare and billing
The playbook is the same on every account: learn the policies, work the queue, escalate what needs you. What changes by industry is the work itself.
E-commerce and retail. Where-is-my-order questions, returns and exchanges, product questions and marketplace messages, handled inside your store platform and helpdesk. Our e-commerce customer service page covers the order side.
Healthcare. Patient communication, appointment scheduling and administrative follow-up. Our team members are experienced under client BAAs, supporting HIPAA-regulated workflows under client compliance frameworks. See our healthcare support page.
Billing and collections. Billing inquiries, invoice questions and respectful payment follow-up in your billing system, by team members who pass stricter background checks for the role. See billing and collections.
Back-office support. Between contacts, the same team can carry data entry and account updates, so the record is current when the next customer calls.
Who answers your customers
Your customers judge your company by the person on the other end. That is where our hiring starts.
- Hiring. Every candidate goes through a skills assessment, a written and spoken English check, a review of their customer service background, background verification and a role-specific evaluation before you meet them. The full process is on our thorough employee vetting page.
- Training on your business. Onboarding covers your products, policies, saved replies and escalation paths, and the tone you want customers to hear, so the team represents your brand with consistency.
- Management on the floor. A team lead on the same shift reviews the work, coaches the team and reports against the targets you set, on the schedule you choose.
- Security. NDA agreements, secure devices, access controls and confidentiality obligations apply to every account.
What does it cost to outsource customer support?
A dedicated customer support team member starts from $1,500 a month, all-in: salary, benefits, workstation, facility, supervision and HR. You pay one monthly rate per team member rather than a fee per call or per ticket, so the person who learned your products is still on your queue next quarter.
Our founder runs his own companies on the same math. 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 floor, gets about twice as much done: twice as productive at a quarter of the cost. On the salary line alone, clients typically save 53 to 70 percent.
Why Staff Outsourcing Solutions
We have built and run dedicated teams for US companies since 2010: 15 years of customer service, e-commerce and back-office work from one facility in Cebu Business Park. The company is SEC-registered and DOLE-compliant in the Philippines, with a US office in Nixa, Missouri.
Thousands of employees and a 1,000-seat capacity across a multi-shift, multi-floor operation mean your team can grow when your volume does. We staff our own companies with the same Cebu team: HiFi Sound Connection (2001), Staff Outsourcing Solutions (2010) and eComia (2011).
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.
Client reviews are public on Clutch. Two of them:
"I can now grow the company without worrying if the customers are being cared for." Owner, an apparel retailer (Clutch review, client since 2024).
A $50 million e-commerce distributor moved its support to us in 2019 and freed its in-house staff for higher-value work (Clutch review, 5.0 stars).
7F MDCT Building, Leyte Loop, Cebu Business Park, Cebu City, 6000 Philippines. US: 1738 N Gregory Drive, Nixa, MO 65714. 1-888-356-8024.
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.
Frequently asked questions
Hiring an outside company to staff and run some or all of your customer contacts: phone, chat, email or tickets. With us you get dedicated team members who work only on your account, in your tools and on your hours, managed by a team lead on the same shift.
From $1,500 a month per dedicated team member, all-in: salary, benefits, workstation, facility, supervision and HR. On the salary line alone, clients typically save 53 to 70 percent against a comparable US hire.
Ask who employs the team members and where they work, whether they are dedicated to your account or shared, who supervises them on your shift, how they are hired and screened, how your customer data is protected and how pricing works. Then read the provider's public reviews. We answer each of those on a first call.
Inbound phone, live chat, email and helpdesk tickets, one channel or all of them. A team can start on one channel and add others as it learns your products.
Yes. The team works your business hours in your time zone from our Cebu facility, and 24/7 support aligned with global time zones is available when your customers need it.
Yours. Team members work inside the helpdesk, phone system and order or billing platform you already use, through accounts you control, so the data stays yours. Tell us your platforms during scoping and we match the hire to them.
NDA agreements, secure devices, access controls and confidentiality obligations apply to every account, and team members work on-site in our office. You set their access in your own systems and can remove it at any time.
A short consultation on your queue, your channels and your hours. We then send candidate profiles, arrange interviews and handle onboarding once you choose your team. The start date is written into the plan.
Ready to talk about your support queue?
Tell us your channels, your hours and your volume, and we will show you what a dedicated team looks like and what it costs.
Or call 1-888-356-8024.
Our solutions are tailored to meet the needs of diverse industries, including:
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