Trusted by public companies and SMEs:
Operational Efficiency
Scalable Helpdesk Support as Your Business Grows
Whether you’re handling a few requests or a growing ticket volume, Outpost’s helpdesk BPO lets you scale support without hiring more staff.
Responsive User Support
Faster Response Times for User Support Requests
With a dedicated helpdesk team monitoring tickets, issues are resolved faster, keeping your team productive.
Reliable Support Coverage
99% Ticket Coverage Without Expanding Your Internal Team
Instead of stretching your IT staff across support requests, we provide structured ticket handling and user assistance while your internal team focuses on higher-level work.
Organised Management
Structured Ticket Management and Issue Tracking
Support requests are logged, tracked, and escalated when needed, ensuring nothing slips through the cracks.
“I used to worry whenever support requests started piling up. Switching to a helpdesk BPO with Outpost took that pressure off and made things much more manageable.”
Cheryl Lim
Operations Manager – The Singaporean
Seamless onboarding into your systems and workflows.
Get started in 3 simple steps
Step 1:
Workflow Assessment
We begin by reviewing how your current helpdesk operations function, including:
- Ticketing systems and platforms
- Internal tools and software
- Common support requests
- Escalation procedures
This allows us to align our helpdesk processes with the way your team already works.
Step 2:
Team Setup
Based on your support needs, we assign trained helpdesk staff and integrate them into your existing systems, such as:
- Zendesk
- Freshdesk
- Jira Service Management
- ServiceNow
- Internal knowledge bases
Your helpdesk team then begins handling incoming requests and ticket queues according to your workflows.
Step 3:
Ongoing Monitoring
Once support operations are running, we track performance and provide structured reporting, including:
- Ticket volume monitoring
- Resolution time insights
- Recurring issue identification
This helps maintain visibility while continuously improving support efficiency.
“Our IT team used to be overwhelmed with routine support requests. With Outpost’s helpdesk support, we can respond faster and focus on bigger priorities.“
Marcus Tan
Business Owner – Atlas Logistics (pseudonym used for privacy)
Case Study
How a Growing Logistics Company Improved Internal IT Support with Outpost’s Helpdesk BPO
Atlas Logistics, a Singapore-based logistics company, struggled with slow responses to everyday IT issues as their operations grew. Routine requests like password resets and software access problems often piled up, leaving employees waiting for assistance.
By partnering with Outpost’s helpdesk BPO, the company added a remote support team to manage incoming tickets and day-to-day technical requests. The team worked directly within their existing support system and escalated complex issues when needed.
With routine support handled externally, Atlas Logistics’ internal IT team could focus on system improvements instead of ticket backlogs. Employees received faster help, while management gained clearer visibility into support trends.
Frequently Asked Questions
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.
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, language support depends on your needs. We can source agents fluent in Mandarin, Malay, or other regional languages upon request—ideal for businesses serving a multilingual customer base.
Most of our agents are based in the Philippines, known for their excellent English skills, cultural compatibility, and time zone alignment with Singapore. We also have local oversight from our Singapore team to ensure quality and communication are on point. If your business requires support in Mandarin, Malay, or other languages, we can accommodate that as well—just let us know your needs.
Yes, we offer cold calling services. As this requires specialised agents and a different setup, pricing may differ from what’s listed on this page. Feel free to reach out or WhatsApp us for a tailored quote.
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.
