Knowledge Center Article

Offshore Tech Support Outsourcing Services In The Philippines

By Art Williams / 5 January 2009

Offshore tech support outsourcing services in the Philippines leverage state-of-the-art technologies, infrastructure, and extensive technical expertise. Customized to the client’s specific requirements, they offer flexibility to meet individual needs. BPO services reduce operating costs while maintaining high customer satisfaction.

All-Day Support

They offer 24/7 support through a variety of communications channels, including phone/voice, email, fax, live Internet chat, user assistance portals and other Internet based channels.

Services also include hardware and software troubleshooting; product warranty; parts replacement; installation or removal; functional assistance; PC security and protection; program compatibility; repair; network administration; internet connectivity and others. Businesses can utilize these innovative enterprises for full or partial outsourcing of after-sales care processes.

End-to-end BPO vendors let clients enjoy the full advantages of transitioning to a back office processes operations, including greater cost savings and the relief from management complexities.

Offshore tech support outsourcing services in the Philippines aim to increase the effectiveness and the efficiency of service delivery. Many corporations find that these solutions achieve better results than that of their in-house efforts. Their designs strictly follow service level agreements, backed up by a highly qualified tech staff.

Multiple-Level Support
Modern call centers in the country expertly managed multi-level tech solutions designed to address varying issues. Level one is the first point of contact when the customers request for help. Typically, Level 1 tech representatives answer usage or how-to questions, navigational questions and resolve or troubleshoot simple product/service problems including configuration, connectivity, as well as administration issues. Level 2 aid handles all escalated or unresolved issues from Level 1. Likewise, Level 3 reps handles all escalation from Level 2. Level 3 issues are highly complex and often require coordination with the client’s internal engineers or experts.

Technical assistance centers cater to the two main markets – consumers and enterprises. Consumer tech covers products, applications, services, devices manufactured or provided by computer hardware or software vendors, internet service solutions, and consumer electronics companies. This market generates a high volume of requests given that the end users in this segment are generally non-tech-y individuals.

Enterprise accounts handle products, applications, services, used in corporate environments. The end users in this market are technically sophisticated individuals involved in the systems, network and software administration of enterprises. Hence, when they do seek assistance, they require more advanced assistance from specialists.

With the breadth of knowledge, talent and expertise in the Philippines, both enterprises and commercial entities can rely on the capabilities of offshore tech support outsourcing services in the Philippines. Indeed, many global companies in both markets are already utilizing them are including Fortune 500 companies and leading names in the high-tech and consumer electronics industries.


Technology – Clients can rely on services that are delivered from secure, state-of-the art facilities located in the major cities of the country. These facilities feature robust infrastructure, high redundancy and backup systems built into each network to service multiple communication channels.

People – These are the well-trained and customer-oriented representatives who undergo continuous learning. They enjoy challenging and rewarding work and view their jobs as long-time careers.

To learn more about our industry-specific BPO capabilities please contact us by calling +1-310-844-7805 or by filling out our inquiry form. We look forward to hearing from you.

Key Contact
John Maczynski


US: 866-201-3370
AU: 1800-370-551
UK: 808-178-0977

Are you looking for an onshore, nearhsore, or offshore outsourcing solution? Don't know where to start? I am always happy to help.

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Success in outsourcing isn't a matter of chance, but rather the result of a meticulously defined process, a formula that Fortune 500 companies have diligently honed over time. This rigor is a significant factor in the rarity of failures within these industry titans' outsourced programs.

Having spent over two decades partnering with and delivering Business Process Outsourcing (BPO) solutions to Fortune 500 clients, John possesses an in-depth understanding of this intricate process. His comprehensive approach incorporates an exhaustive assessment of outsourcing requirements, precise vendor sourcing, and a robust program management strategy.

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