Customer Service Outsourcing Service for Australian Businesses
Build a dedicated offshore customer support team that answers, resolves and represents your brand, without the cost or hassle of hiring locally.
A Fully Managed Service, From Recruitment to Retention
Customer service is one of the hardest functions to keep fully staffed right now, ask any Australian business dealing with call volume spikes, after-hours enquiries, or the constant cycle of recruiting and retraining. Offshore MVP’s customer service outsourcing service solves that by placing skilled offshore customer support professionals from the Philippines directly into your team, managed end-to-end so you’re not the one recruiting, training or covering shifts when someone’s away.
As part of this service, you get:
- Sourcing, interviewing and shortlisting candidates for you to interview based on the exact skills and experience you need.
- Onboarding and training of your new team members, including equipment and technology so they integrate like any other staff member.
- Ongoing management of your offshore customer support team, including payroll, IT support and performance management.
- Retention support, including on-site medical care, team events and other initiatives that keep your team engaged long-term.
You get all of this, including your team members, for up to 70% less than hiring equally qualified, experienced customer support staff in Australia.
Roles We Help You Fill, Across Every Support Channel
With rising wages and labour shortages in Australia, keeping up with customer demand is getting harder for growing businesses. Outsourcing your customer service function lets you lower overheads while covering more hours, more channels, and more volume than a local team alone.
Offshore MVP can help you find offshore customer support for:
- Customer Service Representatives
- Live Chat Support
- Help Desk & Technical Support
- Order & Account Support
- Billing Specialists
- Inbound & Outbound Sales Support
- Telemarketers
- Complaints & Escalations Handling
Our Team Can Help You Offshore Roles Such as…
Engineering and Architecture
Discover how outsourced engineers and architects can help you transform your projects.
Admin and Virtual Assistants
Get the support you need to handle your administrative tasks efficiently.
Marketing & Sales
Boost your brand and drive sales with an experienced marketing and sales team.
Hospitality and Tourism
Discover how outsourcing professionals improves the guest experience for your customers.
Customer Service
Provide top-tier customer support with a dedicated MVP customer service professional.
IT and Cyber Security Teams
Find the top-notch IT and cyber security professionals to manage your systems.
Why Businesses Choose a Customer Care Outsourcing Service in the Philippines
You’re tapping into an established industry, not taking a gamble. Outsourcing customer service to the Philippines isn’t a workaround, it’s how millions of people build careers there. Almost 1.9 million people work in the country’s outsourcing industry, and the number keeps growing each year. For your business, that means a genuinely deep pool of experienced customer service talent to recruit from, not a handful of freelancers you’re hoping work out.
The English proficiency concern is answered by the data. One of the most common hesitations about offshoring customer service is whether communication quality will hold up. It’s a fair question, but the Philippines is rated one of the most English-proficient countries in Asia, and scores particularly well for customer service roles specifically, according to the EF English Proficiency Index. In practice, that means the person handling your customers’ calls and messages comes from a talent pool that’s rated above average at exactly the kind of English customer service work requires.
How Our Customer Service Outsourcing Process Works, Start to Finish
Consultation
We start by understanding your channel mix, call and message volume, and the hours you need covered, whether that’s standard business hours, after-hours overflow, or full extended coverage.
Recruitment
We shortlist candidates with genuine customer support experience and strong spoken and written English, so you’re only interviewing people who can already do the job.
Onboarding
Your new team member is trained on your systems, scripts and escalation process before their first shift, not figured out on the fly.
On-going support
We manage payroll, performance reviews and day-to-day HR, while your dedicated client experience contact keeps an eye on how the team’s performing.
Why Australian Businesses Choose Offshore MVP
Offshore MVP has helped Australian businesses outsource customer support for almost a decade, growing to over 500 outsourced staff and 70+ global clients. We’re recognised in the Philippines as a strong employer for customer care and call centre talent, which gives us first pick from a deep pool of experienced candidates.
We also invest directly in retention, including on-site medical support, sleeping quarters for late or overnight shifts, and regular team events, because a customer support team that’s well looked after delivers better, more consistent service for your customers.
Frequently Asked Questions About Offshore Customer Service
What is a customer service outsourcing service?
A customer service outsourcing service is when a business partners with a provider like Offshore MVP to recruit, place and manage offshore customer support staff on their behalf. This covers channels like phone, email, live chat and social media, with the provider handling recruitment, onboarding, payroll and ongoing management.
Why do Australian businesses outsource customer support?
The most common reason is cost, offshore customer support in the Philippines typically costs up to 70% less than hiring equivalent staff in Australia. Beyond cost, it also gives businesses access to experienced customer service professionals during current labour shortages, and the flexibility to cover extended hours without paying local penalty rates.
Will offshoring customer service affect my customer experience?
Not when it’s set up properly. The Philippines has a well-established customer service outsourcing industry, and English proficiency in customer service roles specifically is rated above the national average by the EF English Proficiency Index. Quality depends on clear training, defined processes and ongoing management, all of which are included in Offshore MVP’s service.
How quickly can I outsource customer support with Offshore MVP?
Once you’ve had your consultation, our recruitment team shortlists candidates for you to interview, and successful hires are onboarded and trained on your systems before they start. Timeframes depend on role complexity and how many team members you need.
Can offshore customer support cover after-hours or weekend shifts?
Yes. Offshore customer support staff can be rostered to cover your preferred hours, including outside standard Australian business hours, giving you flexibility that’s harder and more expensive to achieve with a local-only team.
Ready to Outsource Your Customer Support?
1F Business Center 12, Philexcel Business Park, MA Roxas Hwy, Clark Freeport Zone, Angeles City, Pampanga 2009
