Trusted by public companies and SMEs:
Outsource call centre
Flexible Call Centre Coverage That Fits Your Business.
Flexible plans designed around your business needs — from single-agent support, after-hours coverage to a fully managed call centre team for 24/7 customer support.
Reliable Service
99% Uptime Coverage, Minus the Manpower Headaches.
With 99% uptime guarantee, your calls stay covered without the stress of hiring or covering for in-house staff.
Fully managed contact center
Dedicated Manager to Help Manage Your Call Centre.
A dedicated manager oversees daily operations, staffing, and call quality using proven best practices to ensure your inbound and outbound call centre runs smoothly.
PDPA compliant
PDPA Compliant Service, with All Agents Trained in PDPA.
PDPA-compliant operations with agents trained to handle personal data responsibly and securely.
“I used to always be on standby, just in case my call centre personnel did not report for work. Outsourcing my 2-person call centre to Outpost significantly reduced my stress.”
Tan Nian Hua
Co-founder – Inky Content
Starting an outsourced call centre with us
Simple steps to get started
Step 1:
Discovery Call
We’ll schedule a short discovery call to understand your needs. This helps us recommend the right call handling setup — no over-engineering, no long contracts.
Step 2:
Setup & Training
Once confirmed, we handle the setting up of a call centre system including:
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Assign a dedicated call centre agent or team
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Create/Follow your existing call scripts, FAQs, and escalation rules based on your product or service
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Align on tone, brand voice, and handover process for great customer experience
Step 3:
Go Live & Ongoing Optimisation
All inbound calls are recorded and quality-checked. A dedicated manager oversees operations to ensure customer satisfaction and over 99% call coverage during operating hours.
“I used to always be on standby, just in case a patient or their family called. Outsourcing my 2-person call centre to Outpost significantly reduced my stress.“
Emily
Co-founder – Serenity Hospice (pseudonym used for privacy)
Case Study
How a Private Hospice Enhanced Patient Support and Reduced Owner’s Burnout with Outpost’s Call Centre Services.
Serenity Hospice, a family-run private hospice, was struggling with delayed response times and owner burnout due to overwhelming patient and customer queries. This leads to lower customer care and satisfaction
By partnering with Outpost’s contact centre services, they added a dedicated, specially trained call centre agent who seamlessly integrated with their systems to manage calls and support requests 24/7.
This solution not only improved patient support and operational efficiency but also allowed owner Emily to reclaim her personal time and focus more on quality patient care.
Frequently Asked Questions
Not all businesses require 24/7 coverage. However, organisations operating cloud platforms, e-commerce systems, fintech services, healthcare tech support, or international operations often benefit from consistent service desk availability to minimise downtime and maintain SLA commitments.
Companies consider external service desk support when ticket volumes grow, downtime affects productivity, or after-hours coverage becomes costly.
It is especially relevant for SMEs scaling operations, SaaS companies requiring 24/7 service desk support, and firms expanding regionally.
A helpdesk typically focuses on reactive issue resolution, such as troubleshooting technical problems. A service desk, however, follows ITIL frameworks and manages broader service delivery — including incident management, service requests, change coordination, and performance reporting.
To outsource service desk functions means partnering with an external provider to manage IT support, ticket handling, and user queries.
Instead of running an in-house helpdesk, businesses rely on specialised service desk outsourcing teams that provide structured incident management and 24/7 service desk coverage.
The most common risks include inconsistent brand voice, lack of transparency in call handling, data security concerns, and difficulty managing quality across time zones. These risks typically stem from poor provider fit, unclear onboarding, or no reporting structure in place.
At Outpost, we address these directly — every agent is briefed on your brand tone, calls follow your approved scripts, and you receive regular reporting so you always know how your calls are being handled. Our team is also PDPA-compliant, so client data is managed within Singapore’s data protection standards.
Outsourcing a call center improves efficiency by reducing the need for in-house hiring, training, and supervision.
They help businesses manage call volume and technical support, thus helping you streamline operations, lower overhead, and maintain consistent customer engagement while focusing internal resources on growth and core functions.
An outsourced call centre is a third-party team that handles inbound and outbound calls on behalf of a business. Instead of hiring and managing in-house agents, companies route their calls to an external provider like Outpost Singapore who answers under the business’s name, follows approved scripts, and manages customer interactions on their behalf.
Absolutely. Our agents are trained not just to answer questions, but also to guide customers through their buying journey—qualifying leads, providing product information, and encouraging conversions when appropriate.
Yes, we welcome your input. We handle the foundational training, but you’re encouraged to provide product knowledge, brand tone, FAQs, or scripts so the agent represents your business accurately and effectively.
Our agents are trained in calm, empathetic communication and follow a structured escalation process. They aim to resolve issues quickly and professionally, and when needed, they escalate concerns to your internal team with all the necessary details.
Importantly, to ensure full alignment with your brand and expectations, we also encourage clients to share specific guidelines or preferred responses for different scenarios.
