Keeping every customer enquiry covered isn’t easy. With Outpost as your BPO call centre partner, we can help solve these gaps.
System adaptability
Use your existing systems, or ours.
Our agents can work within your existing CRM, phone system, WhatsApp platform and other customer service tools. If you don’t have the systems in place, we can also provide a suitable setup for you.
Managed BPO contact centre
Fully managed, so you don’t have to worry.
From recruitment to scheduling, performance management and day-to-day supervision, we manage the operational side so you can focus on your business.
Flexible BPO call centre
Flexibility in coverage.
Whether you need support during business hours, after-hours, weekends, 24/7 or just a few hours a week, we can structure coverage around your actual operating needs.
PDPA compliant
PDPA Compliant Service
All EAs complete PDPA training before they begin working with you, so they understand how to handle personal and confidential information responsibly.
Steps to get started with a BPO Call Centre
The steps below reflect our standard implementation process. However, the exact approach may vary depending on each client’s requirements, stakeholders, systems and operational complexity.
Step 1:
Discovery & Requirements
We’ll start with a discovery call to better understand your requirements, including channels, operating hours, volume, staffing needs, expectations, etc.
If you are new to setting up a call centre, we’ll also guide you on the recommended structure, manpower, workflows and service standards based on your needs.
Thereafter, we can provide a quotation for setting up the BPO call centre.
Step 2:
Team Recruitment
We’ll shortlist agents based on the specific needs of your account, including customer service experience, communication skills, language requirements, industry familiarity and shift availability.
Step 3:
Process & Knowledge Transfer
We’ll work with you to understand how your customer service operation currently runs and gather the materials needed to train the team.
This can include SOPs, FAQs, scripts, past conversations, call recordings, escalation procedures and other relevant documents.
From these, we can develop internal training materials and workflows to ensure the team is aligned before going live.
This can last anywhere from 3 days to 3 weeks, depending on several factors including whether you have an existing vendor
Step 4:
Go Live
Depending on your situation, we may begin with a soft launch or proceed directly to full go-live.
A soft launch allows the team to start with selected channels, hours, locations or enquiry types while we closely monitor performance, refine workflows and resolve any gaps before expanding to the full scope.
Frequently Asked Questions
Outsourcing with us is simple. You let us know the type of support you need, and we’ll match you with trained team members who can take on the tasks. We handle the onboarding so you can start working with your team member as soon as possible.
Start with a free exploratory call or even WhatsApp us —no commitment needed. We’ll learn about your business, answer your questions, and suggest a setup that fits your needs and budget.
No, we offer flexible arrangements. You can start with a small project or short-term support and scale up as needed. We believe in earning your trust, not locking you in.
Once we understand your requirements, we can typically match you with a selected list of candidate promptly, allowing you to begin delegating tasks within 7-10 working days.
We prioritise data security and recommend using password-protected software like LastPass to securely share sensitive information. Otherwise, we adhere to ISO 9001:2015 standards in managing confidential information.
Our virtual staff are primarily from the Philippines, offering the advantage of shared time zones, excellent English proficiency, and cultural similarities, making collaboration seamless and efficient.
