Outsource chat management officers to the Philippines


What is outsourced chat management?

Outsourcing the chat management component of your customer service entails sending live chat tasks to a person or team outside of your organisation. This is often to offshore locations such as the Philippines.

Chat management can include live chat on your website or via other social or messaging platforms. The engagement is instigated by your customer or potential customer so it’s vital to respond in a timely manner with accurate information. Customers expect prompt responses from your business at all hours of the day and night which can often be difficult to resource and manage internally. By outsourcing chat management, you’ll be able to meet the needs and expectations of your customers in a cost effective manner.

An offshore chat management support team can take care of everything relating to chat including, but not limited to:

  • Responding to customer enquiries quickly and accurately
  • Directing customers to appropriate outcomes or resolutions
  • Escalating issues appropriately
  • Engaging with customers in a friendly, professional manner in keeping with brand expectations
  • Documenting and maintaining customer contact records.


Why do businesses outsource chat management offshore?

As customer expectations rise, companies of all sizes need to find innovative ways to meet their needs. Offshoring chat management is one way organisations are meeting expectations and improving customer satisfaction.

Offshore outsourcing centres are also perfectly set up with the technological platforms to efficiently manage live chat for your business. And with a huge pool of talent available, recruiting and retaining employees in these roles is much easier than in a local market. What’s more, by using offshore resources, you’re able to scale up or down the size of your chat management support to meet any potential future changes to your business requirements.

With customers expecting round-the-clock responsiveness, offshoring is one way of meeting this expectation without adding dramatically to already high labour costs.

What other customer service job roles can be outsourced?

With customers expecting 24/7 service, outsourcing can be an ideal solution for meeting their needs. Other customer service roles that can be managed offshore include:

What are the benefits of outsourcing chat management offshore?

Organisations are able to appreciate the added benefits that come from offshoring chat management duties to the Philippines, including:

  • Increased employee satisfaction

    Give your local team peace of mind by relieving them of any unnecessary tasks and sharing the workload with an offshore team or team member. This will help increase employee satisfaction within your business. With your chat management team able to focus on what they were hired to do, you can expect to see a positive change in your working atmosphere.

  • Cost savings

    Hiring local staff can prove very costly to an organisation. Hiring an offshore team member that can assist your local team with routine chat management tasks for a fraction of the price will help you control costs in your organisation, saving up to 70% when compared to hiring locally.

  • Business growth

    Hiring full time offshore chat management can help increase profits and supercharge your business growth. By adding extra capability through an offshore team, your local employees will have additional capacity to take on more work and grow your business sustainably.

  • Efficiency increase

    Sending daily, time consuming, repeatable systems administrator tasks offshore will allow your local team to take on more work. By sharing the workload between your onshore and offshore team, you will notice a drastic increase in efficiency and productivity within your organisation.

What are the costs associated with outsourcing chat management?

Outsourcing your chat management to the Philippines can represent significant employment cost savings for your business of up to 70%. At Beepo, we offer a simple monthly fee to help you reduce your overheads and focus on growing your business. This monthly fee covers everything from infrastructure, security, management and recruitment, to training, IT, legal and staff benefits.

For more detailed information on costs, please arrange a business consultation so we can tailor a solution to your business needs.

How does hiring outsourced chat management work?

This first step is to find out if your business is offshore ready. If the answer is yes, here are the next steps:

  • Create a job description: to help us hire the right candidate for your role. We can also assist in this process to ensure we are finding the best talent in the current local market. 
  • Source the right candidate: we source candidates across our database and the local market before presenting you with a shortlist of the most suitable candidates available. 
  • Screen and interview: you screen, interview and select the candidate(s) you’d like to hire while we take care of the infrastructure set up to get them ready to work for your business. It’s usually around six to eight weeks to get your offshore staff up and running.
  • Onboard and train: your business, along with the operational assistance of our offshore management team, organise new staff onboarding and training, including the use of your systems, any relevant processes and workflows they may need and an overview of your company values and culture. This will help your new team member fit seamlessly into your organisation and assist in effective change management with your existing onshore team members.

The Beepo advantage

Beepo is an outsourcing company based in Australia that offers businesses a distinct competitive edge with offshore staffing solutions. We take the time to understand the hardships our clients face when it comes to recruiting hard working, dedicated staff. The Philippines is renowned for its rich talent pool. This makes us adept at finding and recruiting the best talent for our clients.

Additional sales support roles and services your business can outsource to the Philippines

So, you've decided to send your outsource chat management tasks to the Philippines to take advantage of the benefits of outsourcing. Why not consider embracing offshoring solutions for your other sales support services as well? Take a look at the below list of roles and services that are well-suited to offshoring:

Interested in learning more about the outsourced solution we can provide for your business?