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Customer Support Outsourcing

Introduction

Call centers dominate the Filipino outsourcing industry with voice-based services accounting for more than 70% of BPO revenues generated in 2010. The Philippines is currently ranked #1 in the world in terms of offshore voice-based services. The strong growth of this BPO sector is likely to continue for at least another decade.

The reason behind all this growth is simple: the Philippines is the best source for fluent English language speakers who are accent-neutral and familiar with Western diction and figures of speech. Filipinos are also very service-oriented people, resulting in higher overall customer satisfaction.

MicroSourcing is not a call center in the traditional sense of the word but our offshore outsourcing models enable clients to use our services for voice-based work. Our biggest call center operation was set up in 2007 for a US-based directory business comprising more than 200 agents handling both inbound and outbound call traffic. We also have teams for recruitment process outsourcing; they call US-based job applicants and perform the interviews from the Philippines. We also have more traditional customer support teams providing phone support around the clock.


Experiences

Below are some of the things we have done in the field of customer support and voice services:

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