Loading...
Loading...
Roles / Customer Support
Customer support functions that are email and ticket-based are well suited to office-based offshore delivery. Your offshore support team works your business hours, uses your helpdesk system and follows your escalation process. From $1,350/month.
These are the functions your offshore support team covers within your existing systems and escalation framework.
Home-based customer support agents work in uncontrolled environments on personal devices with no physical oversight and variable availability. The differences matter for businesses where customer data and service consistency are priorities.
| Factor | Office-Based (Plus Back Office) | Home-Based Agent |
|---|---|---|
| Availability | Consistent hours, biometric attendance tracking | Variable, self-reported |
| Supervision | On-site management, output monitoring | Self-managed, no oversight |
| Customer data handling | Company-managed desktops, VPN, 2FA | Personal device, unknown configuration |
| Network security | Enterprise network, monitored connections | Consumer home broadband, uncontrolled |
| Service quality control | Supervisor can intervene in real time | Issues discovered after the fact |
| Employment status | Formally employed, accountable | Contractor or gig worker, variable reliability |
Your offshore support team works inside your existing systems and follows your documented response and escalation guidelines from day one.
Philippines GMT+8 timezone. Aligned with Australian business hours. Night shift available for US businesses. Your support team is available throughout your business day, so customer enquiries are handled during your operating hours.
Access to your platform is configured on company-managed desktops with VPN before the team starts. They work in your systems, not separate ones.
Response templates, tone guidelines and escalation triggers are defined during onboarding. The team follows these consistently. If guidelines are not yet documented, the onboarding process helps you build them.
Response volumes, quality metrics and any escalations are reviewed with your in-house lead on a regular cycle. Feedback is incorporated promptly.
Your offshore support team can track and report against your defined response time targets, supporting your in-house lead in managing service performance.
All fees are all-inclusive per person. One monthly invoice. No separate charges for office, equipment or HR.
Offshore Customer Support Staff
From $1,350/month per person
Minimum 2 staff. One monthly invoice.
Email enquiry handling, live chat, ticket logging and routing, order admin support, FAQ query resolution, escalation flagging and CRM record updates. All structured, process-driven support functions that do not require an on-site physical presence.
Your offshore team can work across email, live chat and ticket-based systems, within your existing helpdesk or CRM. The specific channels are defined during onboarding.
Office-based means consistent attendance, company devices and on-site supervision. Home-based agents use personal devices with no oversight. For customer-facing work handling sensitive data, the difference matters.
Documented response guidelines, escalation path training, daily performance review by your in-house lead, SLA tracking and regular output sampling. Supervisors can observe and address quality issues in real time.
Yes. Access is configured on company-managed desktops with VPN before they start. They work in your existing systems.
$1,350/month per person all-inclusive: salary and statutory benefits, office workspace, company-managed desktop, HR administration, payroll, Philippines compliance, IT support and on-site supervision. No additional charges. Minimum 2 staff.
Offshore customer support staff cost far less than local agents. Each team member starts from $1,350 per month all-inclusive versus $3,400 to $4,350 per month all-in for an equivalent local hire.
Book a discovery call. We will scope your support workflows, assess your helpdesk setup and give you a clear all-in monthly cost.