According to Zippia, 59% of companies as of 2023 state that one of the biggest reasons behind opting for offshore staff lies in significant cost savings. This especially applies to businesses that outsource their customer support needs to developing countries, such as the Philippines.
If you’re planning to outsource your customer service to the Philippines, the world’s outsourcing capital, you’re probably wondering, how much does customer support outsourcing cost?
Most outsourcing companies do not have a transparent pricing model because they need to consider several factors before providing a quote. These include things like the contract term, required equipment, and the specific type of outsourcing price model. However, this model is not conducive to small to medium businesses looking to scale and get their needs met quickly.
In the digital age, more and more outsourcing companies are offering transparent pricing with smaller packages and shorter contracts to accommodate these businesses. Below are the top outsourcing companies offering customer service with their updated rates as of 2023.
Top 7 Customer Support Outsourcing Companies and Their Updated Rates
ManilaPros
ManilaPros is an outsourcing company based in Pasig, NCR. The team offers several customer support services and is founded by Ecommerce professionals with over 20 years of experience in the industry. Their great dedication and expertise have helped them ensure client satisfaction throughout their operations.
What You’ll Get From Their Customer Support Services
- Email Support
- Live Chat Support
- Phone Support
- Social Media Support
- Dedicated Account Manager
- Free Setup & Training
- KPI Insights & Reporting
Pricing Model
ManilaPros uses a monthly retainer for its pricing model. You get to choose your coverage – 10 hours a week, 20 hours a week, or the full-time 40-hour work week. You can also hire one to five full-time agents.
Should you need more agents, you can contact the company to build your own offshore customer service team.
Fees and/or Packages
Here are the customer support service packages offered by ManilaPros based on a 6-month contract:
If you plan on committing to a scalable customer service team, we recommend opting for the 6-month plan because of the 20% off. However, you still have options for shorter plans. Click here to learn more.
Total Cost for Customer Service Outsourcing
If you plan to outsource your customer service needs to ManilaPros, you need to prepare at least $480 to get the basic 10-hour weekly coverage. You can hire one to five full-time agents at once, and the rate will automatically calculate the total. You can also have your offshore team start as soon as possible.
Other Services
123Employee
123Employee is a leading offshore agency founded in 2006 to cater to the needs of small and medium-sized businesses worldwide. With a team of highly skilled virtual assistants, they offer affordable business process outsourcing (BPO) services specializing in online and offline marketing, customer service, and virtual assistance.
What You’ll Get From Their Customer Support Services
- Phone Support
- Required Equipment (PC & Internet Connection)
Pricing Model
123Employee’s offshore staffing solutions are based on fixed monthly rates. You have the option to get part-time agents that can work 10 to 20 hours per week, or work with a full-time CSR for 40 hours per week.
Note that the price rates are exclusively for phone support agents. If you need offshore staff for other support mediums like email and live chat, you may have to find another agency or schedule a call with one of 123Employee’s representatives.
Fees and/or Packages
Here are the packages that you can avail of from 123Employee.
Total Cost for Customer Service Outsourcing
To build an offshore customer service team with 123Employee, you need to prepare at least $597 for one customer service agent. For businesses looking into getting a full-time CSR, you will need at least $1,387 per team member.
Other Services
- Virtual Assistance
Sourcefit
Sourcefit was founded in 2006. They offer custom offshore staffing solutions to companies in various industries, such as marketing, IT, retail, and advertising. They mainly cater to the outsourcing needs of small and medium businesses.
What You’ll Get From Their Customer Support Services
- Phone Support
- Quality Assurance
Pricing Model
Sourcefit uses a monthly retainer model for their customer support service. The agents are exclusively for full-time work, and you can choose between Entry Level, Mid Level, and Expert Level staff. They also offer flexible services, so you can work with one up to 100 customer service agents.
The company didn’t specify if they offer hour-based rates for customer support, so it’s best to contact the company if this is something you’d want.
Fees and/or Packages
Here are the monthly rates of the three-level customer service package offered by Sourcefit.
Total Cost for Customer Service Outsourcing
If you decide to work with Sourcefit for your customer service needs, you need to prepare at least $980 monthly. You need to set a higher budget if you want to work with more experienced staff.
You should also note that this is for phone support, so if you need assistance with live chat, social media, or email, you need to avail additional packages or customize one by talking to one of their representatives.
Other Services
- Marketing & Customer Support
- ICT & Creative Services
- Back Office Support
- Design, Construction, and Other Industries
WingAssistant
WingAssistant specializes in providing virtual assistant solutions to businesses. They also excel in customer support services because of their own CRM application, which you’ll be able to use once you work with them.
What You’ll Get From Their Customer Support Services
- Required Customer Support Coverage
- Customer Success Manager
- Quality Control
- Free Training
- Dedicated Assistant
Pricing Model
WingAssistant uses a monthly retainer model for their customer service solutions. The packages are based on the number of customer service representatives you need in your team, ranging from one to more than 25.
Note that if you need more than 25 agents, you’ll need to get in touch with one of their representatives to give you an accurate quote.
Fees and/or Packages
Below is an overview of the monthly rates of WingAssistant’s customer service solutions.
Total Cost for Customer Service Outsourcing
If you work with WingAssistant to provide you with your offshore customer service team, you need to prepare at least $999 for a team of three fully-managed CSRs. If you only need one to two agents, you may have to set the budget higher as you need to prepare at least $1,199.
Other Services
- General and Admin VA
- Industry-Focused
- Marketing
- Sales and Outreach
- US-Based Talent
CloudStaff
Cloudstaff is a dynamic offshore agency that brings together exceptional individuals, cutting-edge technology, and a nurturing work culture that fosters personal and professional development.
What You’ll Get From Their Customer Support Services
- Required Customer Support Coverage
Pricing Model
CloudStaff runs on a monthly retainer for their pricing model. Similar to Agility, they also have a built-in cost calculator to provide quotes. You can customize the roles you want to add to your team and how many, as well as the staff’s experience level.
Keep in mind that the monthly rates are based on a full-time position, so you may have to book a separate call if your needs don’t match their tool.
Fees and/or Packages
Here are the packages offered by Cloudstaff:
Total Cost for Customer Service Outsourcing
In order to build an offshore customer service team with CloudStaff, you need to prepare at least $1,400. This amount will provide your support team with one full-time agent. You need to increase your budget if you need more than one agent and other additional roles, such as a manager.
Other Services
- Real Estate
- Accounting & Finance
- Ecommerce
- Travel
- Mortgage Broking
- Collections and Debt Recovery
Agility Staffing Solutions
Agility Staffing Solutions is an offshore staffing agency that provides businesses with a straightforward option to customize their outsourced team based on their unique needs.
What You’ll Get From Their Customer Support Services
- Preferred Customer Support Coverage (Phone/Live Chat/Email)
Pricing Model
Agility uses a monthly retainer model for its pricing structure. However, unlike the usual package-style offers, they have a built-in cost calculator on their site that will let you customize your own team based on the setup, role, and experience level.
Fees and/or Packages
Below are the monthly fees associated with working with Agility. This is based on one customer service representative, both under the Work From Home setting and Office setting.
Total Cost for Customer Service Outsourcing
If you plan on outsourcing your customer service needs to Agility Staffing Solutions, your company needs to prepare at least $1,550 for one Junior CSR on a WFH setup. This is for a full-time position. You need to increase your budget if you want to have more experienced staff members on your team.
Other Services
- Back Office Support
- Graphic Design
- Marketing
- Accounting
- Web Development
- Human Resources
- Engineering
- Inside Sales
SupportZebra
SupportZebra is a premier offshore agency specializing in creating scalable and top-tier customer experience teams tailored for SaaS (Software as a Service) and Ecommerce businesses.
What You’ll Get From Their Customer Support Services
- Required Customer Support Coverage
- Team Leader
- QA Manager
- Equipment
- Training and Onboarding
Pricing Model
SupportZebra offers a fixed monthly rate for their customer support package. They only have one package on their website, so if that doesn’t fit your needs, it’s best to contact one of their representatives.
Fees and/or Packages
Here is an overview of the offshoring plan offered by SupportZebra.
Total Cost for Customer Service Outsourcing
To build an offshore team with SupportZebra, you need to prepare at least $1,900. This amount will provide you with one full-time customer service representative.
Other Services
- Back Office Support
- Content Moderation
- Technical Support
Ranking the Top Customer Support Outsourcing Companies: A Summary
Now, out of the seven customer support outsourcing companies we talked about in the earlier sections, which is the best one? Here are our top three choices.
Best for Basic Support: SupportZebra
- Offers a straightforward plan
- Provides a basic yet complete phone support package
- Provides equipment to agents
- Provides free onboarding and training
Best for Small Business Support: 123Employee
- Offers three different plans based on the availability needs of the business
- Provides equipment
- Offers unlimited phone support for incoming and outgoing calls
- Provides you with a local US number
Best Bang for Buck: ManilaPros
- Offers four different types of customer support services - Phone, email, social media, live chat
- Includes equipment and other necessary infrastructure
- Comes with a free dedicated account manager
- Free setup and training
- Offers a 14-day money-back guarantee
- Allows cancellations or plan upgrades and downgrades anytime
Summary
It can be overwhelming to look through all the rates and packages above and choose just one customer support outsourcing company. If you’re finding it hard to understand your options, here is the breakdown:
If you’re a small business looking to hire part-time customer support agents (10 hours/week), you need to prepare at least $480 per agent per month. It’s best to work with an agency like ManilaPros if you want a partner that can provide you with infrastructure, onboarding, training, and other needs without additional costs.
Meanwhile, for full-time customer support agents (40 hours/week), you need to prepare at least $980 per agent per month. Note that this rate is only for phone support and involves only entry-level staff members.
Remember that your business needs play a big part in the total required cost of building customer support teams in the Philippines. For instance, a small business will be able to save more by having a team of part-time agents than a customer support team of full-time agents.
Choose an Outsourcing Company That Offers Five-Star Customer Care Services
The key to choosing the best outsourcing company is to assess your business needs. You should make things easier for you by working with a partner that is versed in catering to the needs of retailers, just like ManilaPros!
At ManilaPros, we offer full-service, five-star customer care services for retailers, providing multi-channel support for phone, email, live chat, and social media. This will save you a lot of money since one agent can already provide all the assistance that your business needs. Not only that, but you can also deploy your offshore customer service team ASAP.
Book a call with us today to learn more.
