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Call center outsourcing services

Why Choose Flatworld Philippines for Call Center Outsourcing?

Unlike generic BPOs, our call center solutions are engineered for CX, sales, and retention impact.

First Contact Resolution Focus

Reduce repeat calls with playbooks, scripts, and decision trees.

SLA-Driven Operations

Designed around ASA, AHT, Service Level, and Abandon Rate goals.

Quality Assurance Discipline

Double-scoring QA, calibrations, and DMAIC-based coaching.

Call Analytics & Insights

Speech analytics and sentiment mapping to fix defect drivers.

Blended & Omnichannel Support

Inbound, outbound, chat, email, and social seamlessly integrated.

Secure & Compliant

ISMS-certified processes and role-based access controls.

The fast-paced digital world demands that businesses keep up with increasing customer expectations. Offering top-notch customer service requires more than just managing call volumes. Our advanced call center services are provided from the heart of the tech-rich region of the Philippines.

We harness technologies such as AI-powered chatbots, Interactive Voice Response (IVR) systems, and cloud-based telephony. These technological pillars simplify the communication process while enhancing the customer experience. Our team of experts uses them to ensure smooth, fast, and secure interactions between your business and its customers.

Through workflow optimization driven by Lean Six Sigma principles, we consistently improve first call resolution rates while minimizing operational overhead. Crafted with every size of business in mind, our solutions are here to stay, adapt, and evolve with your growing needs. Partner with us—your preferred outsourcing partner from the Philippines.

Call Center Services
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Our Call Center Solutions

Inbound Call Center Services

Customer support, order tracking, and billing inquiries.

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Outbound Call Center Services

Sales, lead generation, renewals, surveys, and win-backs.

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Call Monitoring Services

QA scoring, coaching, VOC insights, and performance reviews.

Helpdesk & Tech Support

Tier 1/1.5 troubleshooting, knowledge base, and escalation handling.

Customer Retention Programs

Renewals, save offers, surveys, and win-back campaigns.

Multichannel Contact Center

Voice, chat, email, and social integrated into one platform.

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Case Study

High cancellations & repeat calls

Defect driver mapping, script redesign, knowledge base updates.

FCR +20 pts, AHT −18%, CSAT +12 pts, repeat calls −35%.

eCommerce Customer Retention
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Long wait times, high abandon rate

Workforce reforecasting, skill-based routing, queue segmentation.

ASA cut from 120s to 25s, Abandon 18%→4%, QA score 97%.

Healthcare Helpline Optimization
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Backlog & inconsistent resolutions

Lean Six Sigma Fix: SOP harmonization, decision trees, calibrated QA.

CSAT +11 pts, NPS +22, containment +15%

SaaS Omnichannel Support
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Industry-Specific
Outsourcing Excellence

E-commerce Icon

eCommerce

Support your online store with 24/7 customer care and order processing.

Healthcare Icon

Healthcare & RCM

HIPAA-compliant billing, patient support, and records management.

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Logistics & Trucking

Dispatch, back-office tracking, and 24/7 helplines.

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Real Estate & Mortgage

VA support for listing management and lead follow-up.

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Insurance Agencies

Claims assistance, policyholder support, and data processing.

Fintech & Banking Icon

Fintech & Banking

Secure data entry, KYC, loan processing, and omnichannel support.

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Legal & Professional Services

Appointment setting, transcription, and admin VA services.

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Telecom & Utilities

Customer retention, first-line support, and helpdesk outsourcing.

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SaaS & Tech Support

Tier 1 tech support, live chat, and account onboarding.

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Frequently Asked Questions

How fast can you set up a call center team?

Standard inbound or outbound projects go live within 2–3 weeks. Complex setups may need longer.

What KPIs do you track?

FCR, CSAT, NPS, AHT, ASA, Abandon %, QA Score, Adherence, Containment, and Cost/Contact.

Do you provide both inbound and outbound services?

Yes, we offer inbound, outbound, blended, and omnichannel contact center solutions.

Can you integrate with our CRM or helpdesk software?

Absolutely. We work with Salesforce, Zendesk, Freshdesk, Five9, Talkdesk, Genesys, and custom systems.

How do you ensure call quality?

We use double QA scoring, calibrated scorecards, and Lean Six Sigma DMAIC cycles to improve continuously.

Do you support 24/7 operations?

Yes, we provide 24/7/365 coverage with multilingual agents available upon request.

Is customer data secure with you?

Yes, our ISMS-certified processes ensure compliance, role-based access, and secure floor operations.

Can we start with a pilot project?

Yes, we recommend a 4–8 week pilot with defined SLAs before scaling.

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Ready to elevate your customer experience?

Flatworld Philippines delivers customer- first call center outsourcing—measured, optimized, and scalable.

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