Answers to 40 Common Objections You Have About Philippines Outsourcing
Over the past decade, business process outsourcing (BPO) has become a popular strategy for enterprises of all sizes and industries.
Executives like you may have heard countless success stories about how outsourcing partnerships have led to greater operational efficiencies, significant cost savings, and more effortless scalability and growth.
However, it’s understandable to still have concerns and reservations about the process, especially if it’s your first time working with an offshore team.
From quality and control issues to questions about industry expertise and experience, we’ve compiled a comprehensive list of all objections you may have about outsourcing to the Philippines and how SuperStaff addresses every concern.
To read a free case study, go directly to number 23.
Common Concerns You May Have About Philippines Outsourcing
Objections Related to Cost
For many businesses, their main reason for outsourcing to the Philippines is to reduce costs while maintaining service quality. However, you may not be aware of exactly how much you can save by hiring an offshore BPO team.
Outsourcing to the Philippines can save U.S. companies up to 60% in operational costs, making it an attractive option for businesses looking to optimize their budgets without sacrificing quality. Labor costs are significantly lower compared to the U.S., allowing companies to hire skilled professionals at a fraction of the price.Â
For example, the average salary for a customer service representative in the Philippines is substantially lower than that of a U.S.-based counterpart. Additionally, companies save on overhead costs such as office space, utilities, and employee benefits, which are often covered by outsourcing providers.
The 60% savings can be reinvested in other areas of the business, such as innovation, product development, or expanding market reach. This makes outsourcing to the Philippines not just a cost-cutting measure, but also a strategic decision for long-term growth.
While the initial thought might be that outsourcing is expensive, it actually proves to be a cost-effective solution for many businesses, especially small and medium-sized ones. The cost savings can be significant, up to 60% when outsourcing to countries like the Philippines, because you’re tapping into a highly-skilled, lower-cost labor market.
Consider the expenses tied to hiring in-house staff: salaries, benefits, office space, equipment, and training. These costs add up quickly, especially for U.S.-based companies. By outsourcing, you offload many of these expenses to your outsourcing partner, who typically manages recruitment, training, and operational overhead. This allows you to scale up or down more flexibly based on your business needs.
Additionally, outsourcing frees up internal resources, letting you focus on core business activities rather than spending time and money on non-core functions. In the long run, outsourcing can help you achieve the same or even better results at a lower price point, helping your business grow sustainably.
While it may seem that hiring locally could be more straightforward, outsourcing to countries like the Philippines offers cost advantages that are difficult to match in the U.S. Even if you find local talent at a lower rate, the total cost of maintaining an in-house team, including benefits, taxes, office space, and equipment, quickly adds up. Additionally, U.S. labor costs are generally much higher due to minimum wage laws, healthcare benefits, and compliance requirements.
In contrast, outsourcing allows you to access a global talent pool where the cost of living is lower, enabling you to get high-quality services for a fraction of the price. For example, a U.S.-based customer support team may cost significantly more annually than an equally skilled and experienced team in the Philippines. The savings can be as high as 60%, and these reduced costs come without compromising the quality of work, thanks to the high level of education and English fluency in countries like the Philippines.
So, while local services might seem competitive at first glance, outsourcing provides a cost-saving solution that is hard to match when considering long-term operational expenses.
At SuperStaff, we emphasize cost-effective salaries relative to the average wages in our Western clients’ home countries. At the same time, however, we ensure that our offshore employees receive competitive and often above-market compensation by Philippine standards. This balance allows us to offer reduced business costs without compromising employee satisfaction and engagement.
To ensure you’re getting a return on investment (ROI) from outsourcing, continuous reporting and open communication between you and your BPO provider plays a crucial role. When you start working with a BPO provider, key performance indicators (KPIs) are typically agreed upon to measure success. These KPIs can include metrics like response times, customer satisfaction, productivity levels, or error rates, depending on the nature of the outsourced tasks.
The BPO provider will regularly report on these KPIs, giving you a clear view of how well they are meeting your business objectives. Regular meetings or updates ensure transparency and allow you to address any concerns or adjustments needed to maximize ROI. This ongoing communication not only helps you track performance but also allows for agile improvements based on real-time data, making sure that the partnership is delivering value consistently.
By keeping a close eye on these metrics and staying in constant contact with your BPO provider, you can confidently assess whether your outsourcing investment is yielding the desired outcomes.
Objections Related to Control
Another common concern some clients have about Philippines outsourcing involves loss of control. With in-house operations, you directly oversee and manage your team’s performance. With outsourcing, you’ll have to loosen the reins and trust your BPO partner to monitor your workforce. To allay your fears, here’s what you should know about the offshore outsourcing process:
You retain significant control through several key mechanisms:
- Clear Communication: From the outset, you and the BPO provider will establish detailed guidelines, performance metrics, and expectations. These ensure your processes are followed precisely as outlined.
- Defined KPIs: Specific key performance indicators (KPIs) are set to measure success. You will receive regular reports on these metrics, which allow you to monitor performance and ensure that your business standards are maintained.
- Collaborative Team Structure: A well-structured outsourced team will include supervisors, team leads, and quality analysts who ensure adherence to your processes. You can be involved in training, regular meetings, and strategic decisions.
- Direct Oversight: While you won’t manage the team daily, a dedicated Customer Success Manager or Operational Director will act as your main point of contact. They ensure your processes are executed properly, and you can always request adjustments or improvements.
By combining these factors with continuous communication and oversight, you maintain control over your processes while benefiting from the cost and efficiency advantages of outsourcing.
To ensure quality when you’re not directly managing the outsourced team, you can establish a structured team hierarchy that includes dedicated roles focused on maintaining and improving performance. A typical setup would include the following:
- Quality Analysts: These individuals continuously monitor and evaluate the team’s performance, including reviewing KPIs and even live calls, to ensure that front-line call center agents are meeting quality standards.
- Tier 1 Agents and Tier 2 Team Leads: Each team of Tier 1 agents is guided by Tier 2 team leads who handle escalations, provide coaching, and maintain day-to-day operations. This layered management structure helps ensure that issues are caught early and addressed effectively.
- Dedicated Team Manager: A manager is assigned to oversee the entire team. This person ensures that all the processes, from training to performance monitoring, are executed smoothly and that goals are consistently met.
- Customer Success Manager or Operational Director: At the top of this structure, you’ll have a dedicated Customer Success Manager or an Operational Director. They maintain a big-picture view of the operations and act as your direct point of contact, ensuring that all aspects of the team are aligned with your business goals.
Through this multi-layered approach, combined with regular analysis of KPIs and clear communication, you can maintain control over the quality of the outsourced team without needing to manage them directly.
To ensure your standards are upheld, you have the option to train your offshore team yourself before they officially start working. This allows you to instill your processes, expectations, and company culture directly with the team members.
In addition to the training, you’ll receive regular progress reports, giving you clear insights into how well the team is performing. You can also communicate directly with your offshore workers to assess their skills and alignment with your requirements. If needed, you can conduct site visits or audits to further ensure that everything meets your standards.
This combination of initial training and continuous oversight gives you full confidence that your team will meet your expectations from day one.
You can communicate directly with your team through remote working and video conferencing platforms like Microsoft Teams, Slack, and Skype. Depending on your specific outsourcing arrangement or project, you may also be able to check your offshore team’s progress through productivity and time monitoring software.
We handle cultural differences by fostering strong communication, cultural training, and a supportive work environment that encourages collaboration across diverse backgrounds. Here’s how we approach it:
- Cultural Sensitivity Training: Both your team and the offshore team undergo cultural training to help them understand each other’s work styles, communication preferences, and cultural nuances. This builds mutual respect and minimizes misunderstandings.
- Open Communication Channels: We promote frequent communication through regular meetings, video calls, and collaboration tools. This helps bridge gaps and ensures that everyone is aligned, regardless of cultural backgrounds.
- Team-Building Activities: We encourage team-building activities and informal interactions to foster camaraderie and rapport between the teams. This helps build trust and a sense of unity.
- Adaptable Management: Our team leaders are skilled in managing cross-cultural teams and adjusting their approach based on the needs of both the client and the offshore workers, ensuring smooth collaboration.
By addressing cultural differences proactively, we ensure that diverse teams can work together seamlessly and productively, regardless of location.
Objections Related to Data Security and Privacy
All businesses deal with sensitive information, but some sectors, such as healthcare or financial services, are particularly affected by the demand for stringent data security and privacy. If your cybersecurity concerns are holding you back from outsourcing to the Philippines, here’s what you should know:
We ensure the confidentiality of your data through a multi-layered approach that includes strict security protocols, advanced technology, and clear contractual agreements. Here’s how we protect your information:
- Data Security Protocols: We follow industry-standard data protection measures, including encryption, firewalls, and secure access controls. Only authorized personnel have access to sensitive information, ensuring your data is well-protected.
- Confidentiality Agreements: All team members sign non-disclosure agreements (NDAs) to legally bind them to confidentiality. This ensures that your data is handled with the highest level of security and integrity.
- Compliance with Global Standards: We comply with data protection regulations such as GDPR, HIPAA (for healthcare clients), and other applicable privacy laws. This ensures that your data is managed in line with international best practices.
- Regular Audits and Monitoring: We conduct regular security audits and monitor data access to detect any unusual activity. This proactive monitoring ensures any potential threats are identified and mitigated quickly.
- Secure Communication Channels: All communication between your team and ours takes place through encrypted and secure channels, minimizing the risk of data breaches during exchanges.
With these measures in place, we ensure that your data remains confidential and secure at all times.
n compliance with international cybersecurity standards, we have robust security protocols in place to protect your data:
- Data Encryption: All sensitive data is encrypted both at rest and in transit, ensuring it remains secure throughout its lifecycle.
- Multi-Factor Authentication (MFA): Access to systems and data is protected by multi-factor authentication, adding an extra layer of security to prevent unauthorized access.
- Firewall and Intrusion Detection Systems: We use advanced firewalls and intrusion detection systems to monitor and block any unauthorized attempts to access our network.
- Access Control Policies: Strict access control policies ensure that only authorized personnel can access specific data or systems, based on their roles and responsibilities.
- Regular Security Audits: We conduct regular security audits and vulnerability assessments to ensure that our systems remain compliant and up-to-date with the latest security practices.
- Backup and Disaster Recovery: We implement regular data backups and maintain a disaster recovery plan to ensure that your data is protected and can be quickly restored in the event of a breach or system failure.
These security protocols are designed to safeguard your data and ensure compliance with global cybersecurity regulations.
In addition to the cybersecurity protocols mentioned above, we ensure that sensitive customer information is handled with the utmost care through our comprehensive Information Security Policy. Here’s how we manage it:
- Employee Training: All employees undergo regular training on our Information Security Policy, ensuring they understand how to handle sensitive customer data securely. This includes data protection best practices, compliance requirements, and confidentiality protocols.
- Strict Access Control: Access to sensitive customer information is limited to only those team members who require it for their role. We use role-based access controls to minimize exposure and ensure that sensitive documents are only accessible by authorized personnel.
- Secure Information Transfer: Our IT team enforces stringent guidelines for the secure transfer of information, using encrypted channels for all data exchanges, ensuring that customer information remains protected at all times.
- Ongoing Monitoring and Audits: We continuously monitor data access and perform regular security audits to detect any potential risks or breaches, ensuring that customer information is handled appropriately and securely.
By combining advanced technology with thorough employee training and strict access controls, we ensure that sensitive customer information is always handled in a secure and compliant manner.
In the event of a data breach, we have a well-defined incident response plan in place to minimize damage and ensure swift resolution. Here’s how we handle it:
- Immediate Containment: As soon as a breach is detected, our IT team immediately isolates the affected systems to contain the breach and prevent further unauthorized access.
- Investigation and Assessment: We quickly conduct a thorough investigation to determine the cause and scope of the breach, assessing which data has been compromised and identifying vulnerabilities that led to the incident.
- Notification: If sensitive customer or client data is impacted, we promptly notify all affected parties in compliance with legal and regulatory requirements. We also keep clients updated on the situation, providing details about the breach and the steps being taken to resolve it.
- Mitigation and Remediation: We work to eliminate the root cause of the breach, implement necessary patches or system upgrades, and reinforce our security protocols to prevent future incidents. Any compromised data is secured, and additional measures, such as password resets or heightened monitoring, may be put in place.
- Post-Breach Audit and Reporting: After the situation is under control, we perform a full audit to analyze the breach and document lessons learned. This report is shared with stakeholders to ensure transparency and identify any further action needed.
- Ongoing Monitoring and Prevention: We increase monitoring of our systems following a breach to detect any potential follow-up attacks or unusual activity. Enhanced security measures are put in place to reduce the risk of recurrence.
Through these steps, we aim to resolve breaches quickly, minimize the impact on your business, and reinforce our systems to protect against future risks.
We ensure compliance with international data privacy regulations through a combination of strict policies, advanced technologies, and ongoing employee training. Here’s how we meet global standards:
- Compliance with Key Regulations: We adhere to major international data privacy regulations such as GDPR (General Data Protection Regulation) in Europe, HIPAA (Health Insurance Portability and Accountability Act) in the U.S., and other region-specific laws like the CCPA (California Consumer Privacy Act). This ensures that your data is handled according to the legal standards of the jurisdictions we operate in.
- Data Protection Policies: Our company has a comprehensive data protection policy in place that defines how we collect, store, process, and secure personal information. This includes guidelines on how long data is retained and the protocols for securely deleting data when no longer needed.
- Data Minimization and Consent: We follow the principle of data minimization, ensuring that we collect only the information necessary for a specific purpose. We also seek explicit consent from individuals before processing their personal data, aligning with international privacy laws.
- Cross-Border Data Transfers: For data transfers between different countries, we use standard contractual clauses (SCCs) and follow appropriate legal frameworks to ensure that personal information is protected across borders, particularly for data moving between the U.S., Europe, and other regions.
- Regular Audits and Monitoring: We conduct regular internal audits and assessments to ensure that our data protection practices remain compliant with evolving privacy laws. Our systems are continuously monitored to detect any potential vulnerabilities or breaches of privacy.
- Employee Training: All employees receive regular training on data privacy laws and best practices, ensuring they understand their responsibilities when handling personal information. This reinforces compliance throughout our organization.
By following these protocols, we ensure that your data is managed in accordance with international privacy regulations, providing a secure and compliant environment for your information.
Objections Related to Quality
Beyond data privacy and security, some clients worry that outsourcing will lower the quality of their goods and services. In particular, they may have doubts about staff qualifications, training, internal workflows, and protocols. If you’re thinking of outsourcing to the Philippines, here’s what you should know about our quality standards at SuperStaff:
We understand that trusting an outsourced team to match the quality of an in-house team requires more than just operational alignment. It’s about building a partnership that mirrors your company’s vision, standards, and expectations. Here’s how we approach it from a more collaborative angle:
- Co-Creation of Success: We don’t just train our team to follow your processes. We work with you to co-create the roadmap for success. By involving you in the setup phase — from selecting team members to designing workflows — you ensure that the team feels like an extension of your own staff, not a separate entity.
- Real-Time Adaptability: Unlike an in-house team that may have limitations in adapting quickly, our model is built for flexibility. Whether it’s scaling up during peak times or shifting focus based on evolving business needs, we provide a team that grows and adjusts dynamically, delivering consistently high quality without the logistical challenges of restructuring an in-house operation.
- Performance-Based Incentives: We go beyond KPIs by incorporating performance-based incentives for the team. These incentives are tied to both productivity and quality, ensuring the team is motivated to meet and exceed your expectations.
- Embedded Collaboration: To bridge any perceived gaps between in-house and offshore teams, we create opportunities for direct collaboration, such as joint strategy sessions, cross-team workshops, or even virtual team-building activities. This fosters camaraderie and trust, aligning goals and ensuring both teams are fully integrated.
- Innovation-Driven Mindset: One unique advantage we bring is a fresh perspective. Our teams, often exposed to a variety of industries and best practices, can offer innovative solutions to improve efficiency and quality. This cross-industry expertise can introduce fresh ideas to your processes that in-house teams may not always bring to the table.
By focusing on partnership, adaptability, and shared success, we build a high-performing team that doesn’t just replicate the quality of your in-house team. It enhances it.
If our team underperforms, we have a structured approach in place to quickly identify and address the issue to get performance back on track:
- Immediate Performance Review: We conduct a thorough analysis to understand the root cause of the underperformance, whether it’s related to processes, skill gaps, or other factors. This review is shared with you, ensuring full transparency.
- Action Plan Development: Based on the performance review, we create a detailed action plan to resolve the issues. This plan could involve additional training, process adjustments, or even changes in team structure. We collaborate with you to align the plan with your expectations.
- Re-Training and Support: If skill gaps are identified, we immediately implement targeted re-training sessions to ensure that the team is fully equipped to meet your standards. This includes both hard skills and soft skills, depending on the identified issues.
- Enhanced Monitoring: For a set period, we intensify monitoring of the team’s performance, reviewing KPIs more frequently to ensure improvements are taking place. You’ll receive more regular reports and updates during this phase to keep you informed.
- Accountability and Adjustments: If individual performance issues are the root cause, we take appropriate measures, including performance-based coaching or reassignment of team members, to ensure the right people are in place to meet your needs.
- Collaboration and Feedback: Throughout this process, we maintain open lines of communication with you. Your feedback is essential to guide the adjustments and improvements, ensuring that the team aligns more closely with your goals moving forward.
Our goal is to resolve any performance issues swiftly and effectively, ensuring that your business objectives are met without prolonged disruption.
The quality metrics and KPIs we use will depend on the specific outsourcing solutions you choose and your particular goals. For instance, if your objective is to speed up issue resolution, we will monitor our agents’ average handling time (AHT), total resolution time, and abandonment rates. If you aim to elevate your overall customer experience (CX), we will also pay attention to customer satisfaction scores (CSAT) and net promoter scores (NPS) to gauge buyer happiness.
Yes, we offer service level agreements (SLAs) as part of our outsourcing partnerships. SLAs are designed to clearly define the performance standards and expectations for the services we provide. Here’s what you can expect from our SLAs:
- Defined Performance Metrics: The SLA outlines specific metrics such as response times, resolution times, customer satisfaction scores, and accuracy rates, ensuring there is a clear understanding of the expected level of service.
- Accountability: SLAs hold us accountable for meeting agreed-upon targets. If there is any shortfall in performance, the SLA includes provisions for how issues will be addressed and the corrective measures we’ll take to meet the standards.
- Continuous Monitoring: We continuously track and report on the metrics set in the SLA, providing you with regular updates to ensure transparency and ongoing alignment with your business goals.
- Customizable Agreements: We work with you to customize the SLA to reflect your specific needs and objectives. This ensures that the agreement focuses on the KPIs and service areas that are most critical to your business.
- Penalties and Remedies: The SLA can include clauses related to penalties or compensation if we do not meet the agreed performance levels, giving you added assurance that we are committed to maintaining high standards.
Our SLAs provide a structured framework to ensure that both parties are aligned on expectations and that we deliver consistent, high-quality services.
We have several robust quality control processes in place to ensure the services we provide consistently meet your standards. Here’s how we maintain high-quality output:
- Regular Monitoring and Audits: We conduct continuous monitoring of our teams’ performance, reviewing key metrics such as accuracy, efficiency, and customer satisfaction. Regular audits of tasks and workflows help ensure consistency and compliance with your standards.
- Quality Assurance (QA) Teams: We employ dedicated QA teams whose sole focus is to review the work produced by our teams. They conduct random and scheduled checks, audit completed tasks, and provide feedback to identify areas for improvement.
- Performance Dashboards: Our teams utilize real-time dashboards to track performance metrics in line with key performance indicators (KPIs) agreed upon at the start of the project. This data allows us to take immediate action if any metrics fall below the required threshold.
- Standardized Processes and Documentation: We implement standardized procedures for all tasks to ensure uniformity in how the work is carried out. Detailed process documentation is maintained and regularly updated, ensuring that everyone on the team follows best practices consistently.
- Feedback Loops: Continuous feedback is a core part of our quality control process. We regularly gather feedback from you and incorporate it into our workflow to make sure that evolving expectations are met. Internal feedback loops between team members, supervisors, and quality analysts further reinforce high standards.
- Ongoing Training and Development: Quality is also maintained through ongoing training. Our team members regularly undergo re-training to stay updated on new processes, technologies, and industry standards, which helps maintain high-quality performance over time.
- Corrective Action Plans: When performance falls short of expectations, we implement corrective action plans that include additional training, process adjustments, or realignment of resources to ensure quality is restored quickly.
These processes, combined with continuous oversight and direct collaboration with you, ensure that we consistently deliver high-quality services tailored to your needs.
Objections Related to Experience
Alongside quality issues, many companies also worry about whether their chosen provider has the experience and expertise to execute their operational goals successfully. If you’re considering working with our team at SuperStaff, here’s what you should know about our BPO experience:
SuperStaff offers a comprehensive range of outsourcing services for various industries. As the BPO arm of a biopharma parent company, we have extensive experience working with healthcare, dental, rehabilitation, pharmaceutical, health tech, and related organizations.
We are also proud to offer Philippines outsourcing solutions to industries such as e-commerce, financial services, logistics, technology, travel and tourism, hospitality, automotive, consumer electronics, insurance, Software as a Service (SaaS), and more.
Our team of experienced BPO professionals is fully equipped to handle a diverse range of business requirements, from basic to complex. We understand that each company has unique needs, which is why we customize our recruitment processes to align with the specific knowledge and skills your business demands. Whether you require Tier 1 customer support agents, more advanced Tier 3 specialists, supervisors, or even management-level staff, we tailor our approach to ensure you receive the right expertise.
Our recruitment process is designed to find individuals who are not only technically capable but also culturally aligned with your company’s values and industry demands. This ensures that the team we build for you not only meets operational requirements but also enhances the overall quality of your customer service and back-office operations. We invite you to contact us for a consultation to discuss your specific needs and how we can deliver tailored solutions to help your business thrive.
If you’re curious about how outsourcing to the Philippines has helped other businesses, we have a case study.Â
This case study outlines how SuperStaff supported Company X (a pediatric DME provider) and Company Y (a logistics firm) in achieving their business goals.Â
After only 13 months with SuperStaff, Company X reaped 40% lower costs, 60% better scalability, and 90% better employee retention. Meanwhile, Company Y succeeded in simplifying and streamlining its return processes, adhering to an average timeline of 24 to 72 hours.
Our onboarding process is designed to ensure a seamless transition for new clients and projects, providing clarity and efficiency from the very beginning. Here’s a more detailed breakdown of how we manage the onboarding process:
- Initial Consultation and Needs Assessment: Once you’ve expressed interest, our sales team sets up a detailed consultation to understand your specific business needs, goals, and expectations. This helps us craft a tailored approach that aligns with your project requirements.
- Customized Onboarding Plan: Based on our initial discussions, we create a customized onboarding plan that outlines key milestones, timelines, and the specific deliverables for your project. This includes defining roles and responsibilities, as well as identifying any unique needs such as system integrations or specialized training.
- Introduction to Systems and Tools: We introduce you to the platforms and tools we use to manage communication, task assignments, project tracking, and reporting. This could include project management software, collaboration tools, and specific customer support platforms, depending on your project’s scope.
- Payment Terms and Agreements: Our team will guide you through the payment structure, including any flexible options, invoicing cycles, and terms. We ensure that everything is transparent and agreed upon before the project officially begins.
- Feedback Mechanisms: To ensure ongoing success, we establish clear feedback channels for both performance and operational updates. Regular reviews, check-ins, and performance reports are scheduled as part of our commitment to delivering continuous improvement.
- Timeline for Project Launch: Once all the necessary details are in place, we map out a clear project timeline, including key dates for team onboarding, system integration, training (if necessary), and the official project launch. Our team works closely with you during this phase to make sure everything is on track for a successful start.
By following this comprehensive onboarding process, we ensure that your project is set up for success from the very first step, with ongoing support and clear communication throughout the engagement.
Yes, absolutely! As a global BPO company, SuperStaff has worked with clients worldwide, including key markets in the U.S., Europe, and Asia. We are proud to be a multinational business employing a world-class multilingual workforce, and our goal is to help our clients reach their full potential through strategic outsourcing.
Objections Related to Communication
Since you’ll be working with a remote team in an offshore location, it’s natural to be concerned about communication problems. After all, proper communication is the foundation of a solid outsourcing partnership. To ease your worries, read our answers to these frequently asked questions:
As a global BPO, SuperStaff hires only the most qualified bilingual and multilingual employees. Our Filipino workers, whether on the front lines of customer service or our back-office squad, are fluent in English, Tagalog, and even other native dialects. Beyond this, we train our agents to speak in a neutral accent and familiarize them with American and Western phrases and slang, allowing for more seamless communication with clients.
Our BPO agents are highly flexible and work around the clock to align with your business needs. For clients based in the U.S., our agents primarily work during the graveyard shift to match U.S. business hours and ensure seamless communication and support. However, if your business requires 24/7 coverage, we assign agents to cover the morning shift, which aligns with Philippine Standard Time (GMT+8), ensuring that no matter the time zone, your operations are always fully supported. This flexibility allows us to provide continuous service and meet the demands of global businesses.
You can contact us through various channels, including email for formal concerns and messaging apps like Slack, Microsoft Teams, Viber, and Telegram for problems that require immediate attention. We also use video conferencing software such as Google Meet, Zoom, or Skype for virtual meetings.
If you’re unable to reach someone on our team, it’s likely because you’ve contacted us outside of the agreed working hours. However, during the specified shifts that we’ve set up for your project, you can rest assured that there will always be someone available to assist you. We prioritize consistent communication and support during your designated hours to ensure your business runs smoothly.
Yes, absolutely! We provide every client with a dedicated Customer Success Manager (CSM) as your primary point of contact. The CSM is your go-to person for any questions, concerns, suggestions, or feedback throughout the duration of our partnership.
Our Customer Success Manager plays a pivotal role in ensuring your satisfaction and project success. Their responsibilities include:
- Ongoing Communication: They serve as the liaison between your team and ours, making sure you’re always updated on project progress, addressing any concerns promptly, and facilitating smooth communication.
- Tailored Support: The CSM ensures that our services align with your specific business needs. They continuously monitor our team’s performance and make adjustments to processes when necessary to optimize outcomes.
- Issue Resolution: Should any challenges arise, your CSM is there to provide quick resolutions and manage escalations, ensuring that any disruptions to your business are minimized.
- Performance Monitoring: They regularly review key performance metrics and service quality to ensure that we’re meeting or exceeding your expectations. This includes arranging periodic check-ins and reviews to discuss performance and improvement opportunities.
- Feedback and Improvement: Your CSM actively seeks your input and feedback to continually improve our service delivery. They work with you to implement changes that will enhance efficiency and effectiveness.
By having a dedicated Customer Success Manager, we aim to ensure a personalized and highly responsive partnership, making sure you always feel supported and in control of your project’s progress.
Objections Related to Integration
Integration is another common concern many businesses have about outsourcing. It’s understandable to worry that your offshore team will have trouble working alongside your in-house team. However, SuperStaff has processes in place to ensure a seamless transition and integration process. Here’s what you can expect when you partner with us:
Before we finalize our outsourcing agreement, we will work closely with you, studying your existing systems and processes to determine the best way to integrate our offshore team. Our goal is to minimize operational disruptions, so we make sure that our BPO professionals act as an extension of your in-house workforce, supporting and expanding your capabilities.
The answer will depend on several factors, including the specific outsourcing solution you choose, the nature and scope of the arrangement, and your particular goals and objectives. On average, our outsourced customer service teams undergo a two-week voice and accent training stage, four weeks of product and brand training, and another two weeks of “nesting” before working on the production floor.
Depending on your specific outsourcing solutions, we use several tools and systems that integrate easily into your existing operations. Some examples include time management tools that allow you to check your outsourced team’s progress and productivity. If you use particular software and systems for your workflow, we also incorporate these tools as necessary into our operations.
Not at all. Think of our offshore team as an extension of your in-house operations. We are dedicated to strengthening and supporting your workforce without disrupting your existing company dynamics.Â
At SuperStaff, we work closely with our clients to create a customized, flexible outsourcing solution that meets their business needs. This also includes developing and executing tailored workflows that align with your company’s systems and processes.
Objections Related to Trust and Reliability
Having discussed integration, let’s move forward and talk about trust and reliability. To ensure the success of your outsourcing partnership, you’ll need to work with a BPO vendor you know you can trust. Here’s what you should know about SuperStaff’s commitment to accountability and reliability:
SuperStaff has verifiable addresses in Makati and Pampanga, Philippines. If necessary, we welcome our newly onboarded clients to conduct a BPO site visit at either of our offices. Doing so can provide you with security about how we do business and give you a better feel for our operations.
If our outsourced team’s performance does not meet your expectations, we will conduct every possible intervention to improve service quality. However, at the end of the day, clients can also choose to end the relationship, depending on the termination terms of our outsourcing contract.
To ensure transparency and accountability, SuperStaff employs relevant KPIs and metrics for all of our outsourcing solutions. As such, you won’t have to guess whether your team is performing according to your expectations. We will show you concrete data and statistics to help you evaluate your offshore team’s performance and measure the results and outcomes of their hard work.
At SuperStaff, we take pride in providing flexible and agile solutions that allow businesses to pivot strategically or adapt to sudden and unexpected changes. At the height of the COVID-19 pandemic, our BPO not only survived but thrived because of our willingness to embrace innovative technologies and processes, giving us a competitive edge in the era of continuous disruptions.
SuperStaff is a data-driven BPO company, and we use KPIs and metrics to measure, evaluate, and report on our outsourced team’s progress, productivity, and performance. You won’t need to do any guesswork when you partner with us. We’ll show you measurable and sustainable results aligned with your company’s goals and objectives.
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