Quick answer
ConnectPro provides dedicated and managed customer support teams in the Philippines for email, chat and voice. Agents work inside your helpdesk to your macros and tone guide, with a QA scorecard, weekly calibration against your team, and reporting on CSAT, first response time, resolution time and reopen rate. Pricing starts at $1,400 per agent per month.
Key takeaways
- Dedicated agents or a managed team with lead and QA included.
- 24/7 coverage from five agents.
- Documented 60-day transition with a measured before-and-after.
- Data protection: DPA, least-privilege access and managed devices.
Channels and scope
- Email and ticket handling in Zendesk, Freshdesk, Intercom, HubSpot or Gorgias
- Live chat with realistic concurrency targets
- Inbound voice with recording and QA scoring
- Order, returns, billing and account administration
- Tier 1 technical troubleshooting against a decision tree
- After-hours, weekend and holiday coverage
Quality system
- 1
Scorecard agreed with you
Six to eight weighted criteria, accuracy weighted highest.
- 2
Five samples per agent per week
Randomly sampled, not only escalations.
- 3
Weekly calibration
Your reviewer and ours score the same tickets independently, then reconcile.
- 4
Every miss closes a loop
Coaching or a knowledge base update. No exceptions.
Pricing
| Coverage | Team size | Monthly |
|---|---|---|
| Business hours | 1 - 2 agents | from $1,400 per agent |
| Extended hours | 3 - 4 agents | from $1,600 per agent |
| 24/7 | 5+ agents | from $8,000 total |
| Managed team | Adds lead and QA | add 15 - 20% |
Frequently asked questions
Not when knowledge transfer is complete. We document your top 50 ticket reasons before go-live and measure against your pre-transition baseline.
Yes. Agents work inside your tooling with least-privilege access so your data never leaves your systems.
One agent is possible, but three is the practical minimum for a queue that must never go unattended.
Talk to a Philippines outsourcing specialist
Tell us the role you need and we will send a shortlist of pre-vetted Filipino talent, a cost comparison against local hiring, and a 30-day onboarding plan.
Keep reading
Outsourcing Customer Support Guide
Staffing maths, QA systems and the 60-day transition.
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Response time down 94 percent.
Read moreBook a discovery call
Tell us the role and we will send a shortlist and cost comparison.
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