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The 21st century has seen a rapid boom in the Information Technology (IT) industry and the outsourcing of IT services.
IT Outsourcing (ITO) is one of the most cost-effective and efficient ways for businesses to leverage technology without having to build and maintain their own teams and infrastructure. In today’s competitive market where technology is practically everywhere, ITO could be the difference between a growing business and one that is hampered by overwhelming operational costs (or worse, gets lost in a sea of competitors).
If your current IT function is more of a business cost than a streamlined process that supports your other business functions, then it might be time to consider outsourcing your IT to a third party service provider.
Let’s find out if IT outsourcing is the right solution for your business.
In this blog post, we will discuss what ITO is, how it works, and the benefits of using this service. We will also provide tips and best practices to consider when choosing an ITO provider. By the end of this post, you will have a better understanding of ITO and be able to make an informed decision about whether it is the right solution for your business.
IT outsourcing involves transferring the ownership and control of specific IT functions from an organization to an external service provider. More specifically, there is offshore IT outsourcing where the functions are outsourced to countries outside the US, such as the Philippines, India, and Vietnam.
The main objectives of IT outsourcing are to reduce costs, increase efficiency, and access specialized skills and technology. IT outsourcing can also allow an organization to focus on its core business activities and delegate non-core tasks to experts in the field.
In essence, the outsourcing provider takes responsibility for the management and delivery of the IT services, and the client organization is responsible for defining the requirements and monitoring the performance of the provider. The relationship between the client and the outsourcing provider is typically governed by a contract that outlines the services to be provided, service level agreements, and the terms and conditions of the outsourcing arrangement.
Similar to Business Process Outsourcing or BPO, ITO works by a company transferring some or all of its technology tasks to a third-party service provider, who then manages and delivers these services on behalf of the company. For example, a clothing manufacturer may outsource its website development and maintenance to a specialized IT company. Another example is a bank outsourcing its data storage and security to a cloud service provider.
Outsourcing information technology is becoming increasingly popular among companies in the modern business world due to its many benefits:
Outsourcing IT functions to a third-party provider can lead to reduced labor and operational costs, lower overhead expenses and savings on software and hardware.
Outsourcing enables companies to access specialized skills and technical expertise and skills they may not have in-house.
IT outsourcing can result in improved processes, streamlined workflows and increased automation, leading to greater efficiency and productivity.
By outsourcing non-core IT functions, companies can redirect their internal resources and focus on their core business activities. For instance, with reliable IT in place, you can focus on your customer service and improve the customer experience — which, in turn, leads to overall better business results.
When you outsource information technology, it can help reduce risk by transferring responsibilities and potential liabilities to the outsourcing provider.
IT outsourcing can provide flexible resources and capacity to meet changing business needs, helping companies to scale their operations as required.
IT outsourcing can give companies access to the latest technology and expertise, helping them to stay ahead of the curve.
By outsourcing IT functions, companies can become more agile and responsive to market changes, helping to increase their competitiveness and stay ahead of the competition.
Outsourcing IT services and processes can be beneficial for many businesses, but there are certain risks that must be taken into consideration. Here are the most common risks associated with outsourcing IT services:
When sensitive data is outsourced to a third-party vendor, there is always a risk of it being lost, stolen or exposed to unauthorized access. This is especially concerning in industries that handle sensitive information such as financial services, healthcare, and government organizations. IT outsourcing companies must take precautions to ensure the security of their data, such as implementing encryption, multi-factor authentication, and regular security audits.
When outsourcing IT services, it’s essential to avoid relying too heavily on a third-party vendor. This can result in a loss of control over the outsourced operations and cause difficulties in managing the relationship with the vendor. A strong, well-defined contract and continuous communication with the vendor can help mitigate these risks.
Inflexible contracts and service level agreements can make it challenging to respond to changing business requirements. It's essential to have a flexible outsourcing agreement that allows for changes in scope and other modifications as needed.
The quality of service provided by a vendor can suffer if they don't have sufficient expertise or resources. IT outsourcing companies must thoroughly evaluate potential vendors to ensure they have the necessary skills and resources to meet their needs.
Differences in working styles and cultures between the outsourcing company and vendor can lead to misunderstandings and difficulties. IT outsourcing companies should carefully consider the cultural fit of a potential vendor and take steps to ensure that communication is open and clear. On top of culture, language is a key consideration, too. It’s important to find an ITO provider from a country where the English proficiency of IT experts is high to reduce risks of miscommunication.
Costs can escalate if scope creep occurs or if unexpected problems arise during the outsourcing engagement. It's essential to have a well-defined scope of work and regularly review the project budget to ensure that costs remain within the agreed-upon limits.
Disputes may arise over ownership of the software, processes, or other intellectual property developed during the outsourcing engagement. IT outsourcing companies should have a clear understanding of intellectual property rights and include provisions in their outsourcing agreement to protect their interests.
IT outsourcing allows businesses to tap into the knowledge and expertise of external IT providers. For example, IT outsourcing companies in the Philippines specialize in technology and bring a wealth of experience and resources to the table, which can help organizations improve their technology infrastructure in several ways. One way is through upgrading hardware and software. IT outsourcing providers have access to the latest and most advanced technology solutions, which they can provide to their clients. This can be especially helpful for small or medium-sized businesses that may not have the budget to purchase the latest technology on their own. With IT outsourcing, they can access the technology they need at a more affordable cost.
Another way IT outsourcing can improve technology infrastructure is by streamlining processes. IT outsourcing providers are well-versed in identifying areas of inefficiency and can work with organizations to implement better processes. This can include automating repetitive tasks, optimizing workflows, and improving data management. The result is a more efficient technology infrastructure that can support the business more effectively. Enhancing security is another critical aspect of IT outsourcing. IT providers have the resources and expertise to offer robust security solutions, including firewalls, antivirus software, and intrusion detection systems. They can also manage potential security threats and provide ongoing security monitoring to ensure that the technology infrastructure remains secure. This helps organizations protect their sensitive data and avoid potential cyber attacks.
Follow these step-by-step procedures to choosing the best ITO service provider for your business needs:
Before you start your search for an IT outsourcing provider, you need to know exactly what you're looking for. This will help you to determine what specific services and skills you need from the provider, as well as what your budget is.
Look for providers that have a proven track record in the specific IT services you need. Research their background, experience, and reputation to determine if they would be a good fit for your company.
Look at the provider's portfolio to see the types of projects they have worked on and the outcomes they have achieved. Ask for references from previous clients to learn about their experience with the provider when it comes to IT, software development, and other BPO services.
Make sure the provider has the technical expertise and capabilities to meet your IT needs. Ask them to demonstrate their skills, and if necessary, have them perform a technical evaluation.
You want to make sure the provider has well-established project management processes in place to ensure that your project is completed on time, within budget, and to your satisfaction.
Good communication is key to the success of any outsourcing project. Make sure the provider has clear, transparent communication processes in place, and that you have regular opportunities to check in on the progress of your project.
Data security and privacy are crucial for any company. Make sure the provider has strong security measures in place to protect your data, and that they have clear policies for data privacy and protection.
Pricing and cost structures can vary greatly between IT outsourcing providers. Make sure you understand the provider's pricing and cost structures, and that they fit within your budget.
You want to make sure that the provider is available to answer any questions you have and resolve any issues that may arise. Look for providers that have a proven track record of providing excellent customer support.
The provider you choose should be a good cultural fit with your company. This will help ensure a smooth and successful working relationship. Look for providers that share your values and approach to business.
Outsourcing technical support can be a smart decision for businesses looking to provide top-notch customer support without having to hire, train and manage in-house teams.
KDCI offers a range of technical support services for Ecommerce businesses, providing a team of highly skilled and dedicated technical support specialists who are ready to provide quick and efficient solutions to customer queries. Our technical support specialists are carefully selected based on their communication skills, problem-solving abilities, and customer-centric approach, ensuring that your customers receive the best possible support.
By outsourcing your technical support needs to KDCI, you can focus on growing your business while making sure that your customers’ concerns are addressed in a timely and professional manner.
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Today’s customers have needs that are quite different from that of customers a few years back. Tomorrow’s customers may have needs that are quite different from that of today’s — that could be true as well. Such is the nature of the customer experience landscape: it’s ever-changing.
This is why customer service is a rather complex space that businesses dedicate a lot of effort and strategy into.
From omnichannel expectations (say, live chats, phone support, email inquiries, and more) to AI-driven customer solutions and highly-personalized service delivery, businesses all over the world are expected to serve customers faster and smarter.
For medium to large companies in the US, this is both an opportunity and a challenge. It’s a chance to elevate overall business results with top-tier, 24/7 customer support. However, building an in-house team that can deliver that level of customer service is rarely efficient nor sustainable.
When done right, customer service outsourcing effectively extends the capabilities of the business, building a global customer support department that maintains your brand standards, boosts customer loyalty, and empowers your organization to scale WITHOUT losing control.
In this article, we’ll focus on the biggest reservations that businesses have about outsourcing: the risk of losing quality or control. We’ll explore how to outsource customer service strategically to maintain quality and turn customer service outsourcing into a reliable growth driver for your business.
Let’s get started.
Generally speaking, the decision to outsource contact center operations is rarely made lightly. After all, it’s a huge move that could impact business operations as a whole. This is especially true for customer service as it involves delegating the management of the most important aspect of the business — the customers. Many business leaders hesitate for one simple reason: the fear of losing touch.
Some of the things that they worry about when it comes to outsourcing are that:
These concerns are all valid, especially for businesses that are just starting to scale. However, these usually stem from outdated perceptions of customer service outsourcing. Far from the traditional, transactional contact center outsourcing models of the past, the modern BPO landscape operates on a more strategic, personalized level. The top customer service outsourcing providers operate as extensions of the internal team, offering:
When working with customer service outsourcing providers today, businesses can tap into personalized solutions that will benefit both the organizations and your valued customers.
It’s only natural for businesses to feel protective about the brand, so maintaining control is a rather understandable need. However, control in customer service outsourcing must not be associated with micromanaging every single customer interaction to ensure customer satisfaction.
It means maintaining influence and insight over how your customers experience your brand. It’s about ensuring your standards, tone, and metrics guide every customer interaction — even when it’s delivered by a partner team halfway across the world.
True control comes from clarity: clearly defined expectations, shared data visibility, and regular performance alignment. When those are in place, outsourcing becomes a natural extension of your business rather than a detached operation.
Fear of losing control aside, let’s talk about why customer service outsourcing is a strategic move that will empower your business to stay ahead of the competition.
Outsourcing customer service remains one of the most practical strategies for businesses looking to expand their reach while maintaining efficiency. Beyond cost savings, outsourcing offers flexibility, access to specialized talent, and faster time-to-market for scaling both customer and technical support.
With the right provider, you can launch 24/7 operations without massive overhead costs or the long lead times required for in-house hiring and training.
Leading BPO firms now act as customer experience partners, combining data analytics, process optimization, and omnichannel expertise to help clients elevate their brand. This evolution means companies no longer have to choose between affordability and excellence.
They can have both — as long as they partner strategically. The most successful outsourcing models combine:
When these elements work together, businesses gain scalability without losing quality or control.
Now, we move on to the actual steps you can take when outsourcing customer service to ensure oversight. The following framework reflects what top-performing businesses do to build successful, high-visibility customer service outsourcing programs.
Before anything else, determine what aspects of customer service represent your brand at its core. Is it the tone of voice? Empathy? Resolution speed? Policy flexibility?
Write these down as non-negotiables or the principles your outsourcing partner must uphold. Just think of it as setting the “north star” that every agent, manager, and process must follow. Having clear service standards from the start makes onboarding more effective and keeps expectations aligned.
Different outsourcing setups provide different levels of control and customization. Here are the most common engagement models in customer support solutions that you can choose from:
For businesses where quality and brand representation are paramount, a dedicated team model often provides the best equilibrium between scalability and control. For those who have existing customer service teams, shared and hybrid teams are ideal ways to augment existing functions. Ultimately, the engagement model should depend on what the business needs.
If you can’t measure it, you can’t manage it. So, at the start of the partnership, define performance indicators that reflect your true definition of customer success instead of relying on standard metrics. Some key KPIs for quality control include, but are not limited to:
More importantly, ensure both your internal team and your provider track these metrics consistently and transparently. When both sides measure success the same way, control and accountability follow naturally.
Communication, as always, is key.
Make communication part of the operational framework, not an afterthought. Daily syncs, shared dashboards, and project management tools like Asana, Slack, or HubSpot Service Hub can help you stay updated in real time.
Equally important are calibration sessions and periodic meetings where your internal leaders and the outsourced management team review recorded interactions, QA results, and customer feedback together. This collaborative rhythm ensures you stay informed and empowered, without micromanaging day-to-day operations.
A customer service team is only as good as its ability to speak your brand language.
Start strong with brand immersion. Share brand guidelines, tone references, past call samples, and success stories. Invest in a co-created training program that covers both what to say and how to say it.
Encourage cultural integration through mentorship, shadowing, and shared team activities. When agents understand the why behind your brand values, they can embody it in every customer interaction.
Customer expectations evolve constantly — and your outsourced operation should, too.
The best outsourcing partnerships are not static; they’re iterative. Together with your provider, develop a continuous improvement loop that involves:
This ongoing cycle keeps your customer experience dynamic, data-driven, and always improving.
Even though the benefits of customer service outsourcing are quite a lot, there are still inevitable cons or risks that come with it. Even with good intentions, outsourcing can fall short when the foundation isn’t built right.
Outsourcing is often driven by the promise of cost efficiency, but when price becomes the only metric, quality almost always pays the price. Choosing the cheapest provider might reduce your upfront expenses, but it can quickly lead to higher long-term costs due to agent turnover, retraining, and customer churn.
Low-cost vendors often compromise on hiring standards, training depth, or technology investment, resulting in poor resolution rates and inconsistent service quality. Every miscommunication or mishandled interaction erodes customer trust, and rebuilding that trust costs far more than you saved.
How can businesses avoid this mistake? Treat outsourcing cost as one factor among many. Evaluate the provider’s total value including talent quality, management involvement, analytics transparency, and scalability. A slightly higher monthly rate with a more capable partner often translates to stronger performance and a measurable ROI in customer lifetime value.
One of the most overlooked stages of working with customer service companies is the onboarding and knowledge transfer phase. And yet, it’s the foundation of every successful engagement. When the process is rushed or incomplete, agents are left without the context, product knowledge, or brand tone needed to represent your company accurately.
The result? Inconsistent answers, long resolution times, and frustrated customers. Even worse, these errors can cascade into poor reviews and damaged brand reputation.
The solution? Invest time early in building a comprehensive onboarding framework. Provide brand immersion sessions, detailed playbooks, FAQs, and scenario-based training. Co-create documentation with your provider, and ensure both sides maintain a shared, living knowledge base. Regular refreshers and calibration sessions will keep service consistent as your business evolves.
Customer service is as much about connections driven by culture as it is about resolution. When your outsourced team doesn’t understand your brand culture — your voice, values, or what customers expect emotionally — the quality of empathy and engagement drops.
This often happens when businesses treat the outsourcing partner as an external vendor rather than a true extension of their team. Agents may follow the script but fail to capture the warmth, tone, or initiative that your brand promises.
This risk can be mitigated by closing the cultural gap through ongoing integration. Conduct cross-team meetings, brand training, and open feedback loops. Encourage your internal leaders to engage directly with the outsourced team: celebrate wins together, share customer stories, and make them feel part of the mission. When your partner’s agents believe in your brand, they serve with genuine ownership.
Now that we’ve covered the most common pitfalls in outsourcing, the next step is knowing how to choose better.
The truth is, successful outsourced customer service operations don’t happen by chance. It’s built on due diligence, transparency, and shared accountability. The right partner isn’t just a vendor who takes tasks off your plate — they’re an extension of your brand, aligned with your mission, values, and customer expectations. But finding that partner takes more than reviewing price lists or service catalogs. It requires looking beyond surface-level promises and evaluating how each provider actually operates.
Here’s how to spot the warning signs early and what questions to ask to ensure your next outsourcing partnership drives both quality and control:
Spotting red flags early is one part of the equation. The next is asking the right questions and these will help you uncover whether they can truly uphold your brand’s standards and deliver consistent, high-quality support.
In the end, outsourcing customer service isn’t about letting go of control but extending your capability.
With the right processes, technology, and collaboration, your outsourcing partner becomes a true partner and advocate of your brand, driving consistency and excellence across every channel. If your goal is to scale without sacrificing quality, it starts with finding a partner who treats your customers as their own.
Staying in control of your customer service is easier with a provider that you can trust.
At KDCI Outsourcing, we empower global brands with customer service teams that deliver exceptional experiences at every touchpoint. From voice and chat support to omnichannel customer support solutions, we tailor strategies that help you strengthen customer loyalty, boost satisfaction scores, and reduce operational costs.
With decades of experience building high-performing customer service teams in the Philippines, KDCI is a reliable partner that combines human expertise, culture, and technology to help your business grow faster and serve customers better.
If you’re ready to elevate your customer experience and scale your support operations with confidence, partner with KDCI Outsourcing today. Contact us to learn more.
Medium and large enterprises are now looking to turn fixed costs into variable costs by establishing shared services and outsourcing to a service provider. According to the Shared Services & Outsourcing Network (SSON), companies said their top rationales for leveraging shared services are to enhance operational efficiency and minimize expenses (90%), improve the quality of services and delivery (73%), and achieve measurable results (63%).
Learn more about shared services vs. outsourcing (and managed services vs. outsourcing) to see how combining (or taking advantage of either) these two practices can help maximize your business growth and enhance your operational efficiency.
Shared services refer to an operational model that allows companies to establish a centralized point of service shared across multiple departments. The goal of shared services is to standardize the workflow across various departments.
For example, instead of assigning one IT technician to each department, a company centralizes all IT functions under one IT shared service team that supports multiple departments. By doing this, it streamlines processes, increases productivity, and reduces costs.
Imagine there's a bug in your company website. Rather than relying on internal IT technicians with limited knowledge of the company website to come together and resolve the problem, it’s easier to alert a back-office IT team with a fixed standard operating procedure that cuts across all departments to fix the bug.
Not only will the single IT team be more efficient at resolving the issue, but the company will also save on costs by only staffing one team instead of providing IT staff for multiple departments.
And because there is only one IT team, they are easily tapped in cases of tech problems and can share best practices amongst themselves, improving both productivity and technical expertise.
There are multiple services that can be shared among the various business units of a company. Here are examples of shared services that companies can standardize and optimize within their organizations:
Financial activities used by numerous divisions, departments, or branches of the same corporation are consolidated and standardized under one roof as "financial shared services." It helps businesses enhance productivity, provide timely closure of books of accounts, and make system integration simple.
Shared financial services are typically used to manage low-value transactional services, such as handling accounts payable, accounts receivable, general ledger, and other data entry-intensive duties — allowing for better cost optimization, standardization, ease of governance, and better control over compliance.
All activities affecting an employee's complete employment history, from initial recruitment to final payment at separation and submission of retirement documents, are processed under HR shared services.
Many businesses, particularly major international corporations, use a centralized payroll system to handle their payroll operations. Under this shared HR/Payroll strategy, employers and senior executives have more control over the costs and expenses of their companies. Also, they get better access to organized and secured data used across the organization in a single platform.
Every department has different needs for contemporary digital platforms, and as the organization expands, it becomes more challenging to provide seamless technology services to every department. To fully harness the potential of technology-driven innovation, businesses maintain shared IT services that support multiple departments.
The most common forms of IT shared services are voice network services like call centers and help desks. Businesses develop IT shared services for their company and classify them under more general, scalable business units like IT operations or security and compliance. It allows for a centralized troubleshooting and information system that helps fix typical issues, recommends features and tools, and best practices to all departments.
When businesses expand beyond their local area, they may require additional warehouses to provide better coverage for their growing customer base. Rather than committing to acquire a new warehouse, inventory management shared services allow businesses to have centralized warehousing.
By combining operations, businesses share the burden of shipping and can purchase larger quantities at lower rates from local suppliers. This allows businesses to reduce inbound transport costs.
To increase operational efficiency and save costs, acquisition and procurement executives in various organizations are increasingly considering a shared services operating model. To supply back-office services to a broad group of customers across geographies, back-office business operations will be consolidated into a single structure. This is a model that is ideal for acquisition and procurement operations.
In fact, procurement shared services have played a critical role in supporting the stability of the supply chain amidst the peak of the pandemic. For example, they helped establish a 3D Print Farm and airfreighted PPE from China to provide more than a million items as mutual aid to more than 40 healthcare organizations.
When a company hires a service provider to handle business processes on its behalf, this practice is known as outsourcing. A business process outsourcing (BPO) company is an example of a service provider that helps other companies with their non-core tasks by offering specialized services.
Companies outsource for a variety of reasons. They outsource specialized talent that isn't already in their organization, or they outsource to improve productivity for time-consuming tasks like customer support and data management. Outsourcing can also help businesses minimize labor costs.
For instance, your business may conclude that outsourcing customer service in the Philippines is more effective than recruiting full-time staff. Your chosen BPO provider will serve as an extension of your business, offering various services, including but not limited to back-office assistance.
Alibaba, which Jack Ma founded in 1999, is one of the companies that have offshored their business operations abroad. Jack Ma and his team began outsourcing their web development requirements to the US when there was a shortage of web developers in China. Consequently, they were able to build a long-lasting eCommerce infrastructure and became an established online marketplace.
Most businesses turn to these three outsourcing models: location-based, relationship-based, and pricing-based. It pays to understand their key differences to find the most suitable for your business.
As its name suggests, it focuses on how far away or where your service provider is, as defined by their location. There are five types of location-based outsourcing models that can be distinguished based on this standard:
Onsite outsourcing entails having outsourced staff work alongside your internal employees in your office. This facilitates the speedy integration of temporary recruits into your existing staff and enables easier communication with your management team.
This refers to contracting with a company outside of one's region, especially one close by or on the same continent. For instance, US businesses that outsource to Mexico or Canada engage in nearshoring.
This method of outsourcing involves moving some components of a business to another country. Offshoring outsourcing occurs when a US-based company, for instance, chooses to establish its remote team in the Philippines to reduce operating expenses.
Contrary to offshoring, this type of outsourcing enables companies to move their operations to a lower-cost area within their country. For instance, a US tech business could "onshore" its customer service to a call center in California.
This outsourcing approach involves contracting services to multiple vendors. The goal is to maximize the company's efficiency by ensuring that different business processes are sourced to the finest outsourcing service providers.
Hybrid outsourcing involves both onshore and offshore outsourcing models. Here, a company has an onshore team dedicated to internal operations and core business needs, as well as an offshore team for non-core functions that require specialized expertise.
This model promotes collaboration and ensures business continuity — especially if the company has offshore teams in multiple countries.
This outsourcing model concentrates on how a company and its third-party outsourcing vendor handle control and accountability during their agreement. There are three types of relationship-based outsourcing models that businesses can consider:
In this model, a company hires or contracts a set number of staff from a service provider for a fixed duration. The service provider supplies the company with staff as needed or at an agreed-upon fee for the project duration.
With this approach, the client and service provider agree to divide responsibilities by clearly delineating tasks. For example, the client assigns work to their outsourced team and the service provider has a project manager to oversee the team’s progress.
For this setup, companies entrust a third party with the completion of an entire project. After the company provides specific requirements to the service provider, the service provider assembles a team and oversees project completion before handing it over to the company.
Pricing is vital in outsourcing since it defines the value you can expect from your vendor. However, the pricing structure of outsourced services evolves over time. Below are different pricing models in outsourcing that you should be familiar with:
This is a method of outsourcing a project to a third party for a fixed price. The price can vary depending on duration and complexity, but should be fixed prior to the start of service. Such an arrangement is perfect for small to medium projects since it allows for the detailed definition of project requirements, specifications, and timetables before the project even begins.
This approach bills companies for the money and time spent on the project. This is ideal for projects where more flexibility is needed, and the scope has not yet been fully defined. For lengthy projects with shifting requirements, this works well.
Under this model, employers can hire staff for a predetermined period. Then, following the project's demands, they can hire extra personnel as needed. This arrangement is best suited for businesses that require additional labor for a project but do not want to hire full-time workers to save on costs.
This model combines fixed pricing and time and material models. Any business can use it if they need to finish a project by a specific date, but don't have any particular project requirements.
Under this approach, companies pay for the resources they use. The pricing strategy is more equitable. Instead of just paying for platform access or future service consumption, companies pay for actual usage.
In this arrangement, companies provide the service provider a portion of their earnings after the parties work together to achieve mutually beneficial business objectives like raising the company's bottom line.
Prior to entering a profit-sharing agreement, companies and service providers define the terms and conditions for profit sharing, such as the value increase in sales and the percentage of earnings to be granted should said results be accomplished.
In this arrangement, companies give service providers a bonus for exceeding the service level agreements stated in the contract. This method places greater importance on staff performance rather than on achieving organizational goals. For instance, if a team of agents maintains a high level of customer satisfaction, a client might award them with bonuses.
With this pricing structure, the company and the service provider collaborate and co-fund a project. The client and service provider share the existing and potential threats of the project. In return, the client also shared a percentage of the benefits with the service provider for a predetermined duration.
Below is a detailed comparison of shared services and outsourcing to help you decide which strategy will work best for your business.
Outsourcing has been a standard procedure for many businesses seeking cost savings. By outsourcing, you can take advantage of a service provider's technology, systems, and working space.
For example, instead of hiring a graphic designer locally, you may opt to outsource your graphic design needs and receive it at a fast turnaround time. With a fixed price for each project, you can access their industry-leading tools, QA processes, and multifunctional expertise.
Meanwhile, having shared services requires a long-term investment. Since you're building an in-house team, you must invest in their growth and retain great employees. You need to provide them with training, equipment, and a competitive benefits package that will help you retain your employees.
Outsourcing could be the best cost-cutting measure for you if you have short-term projects and need a specialization outside of your organization. You can save up to 70% on your labor costs by outsourcing to the Philippines and other low-cost countries.
However, go for shared services if you're building your internal talent pipeline. This will help you develop a workforce that is steadfast to your company's mission and values.
Positive work culture is what drives engagement, job satisfaction, and good results from a team. If you want to maintain a holistic work culture, then it’s important to hire employees and maintain a shared service system.
In shared services, you hire and train your own employees. Hence, you control the values of the company and its work environment. With a consistent work culture, it is easier to attract and retain talent.
Conversely, the work culture in outsourcing is more diverse. Employees adapt their company or team’s work culture. And when you choose to move a part of your operations outside of your own company, you open yourself to multiple work cultures beyond your control.
As a result, cultural gaps, language barriers, and differing time zones may affect project delivery. One way to mitigate this problem is to outsource to a country with a strong cultural compatibility with yours and that can work adjacent to your schedule.
Business peak seasons bring a surge in customer demand. When inquiries and sales are skyrocketing, the need to hire additional staff also rises. Hence, scalability is a key consideration for most businesses.
In terms of scalability, outsourcing works well for scaling up and down. If you wish to scale up your business operations, outsourcing will provide you with backup staff. If you wish to scale down your operations, your vendor can reduce your staff for you to save on labor costs.
Shared services are not as scalable as outsourcing. To scale up, a company must look for suitable talent when there's a new role to fill. The process of sourcing talent is laborious and costly. Meanwhile, reducing staff positions requires downsizing — which can lower employee morale.
Bigger revenue results from high-quality work. While both shared services and outsourcing can guarantee high-quality output, the difference between the two lies in how much control you wish to have over your quality standards.
Because shared services allow you to train employees in-house, you have full control of your quality standards and your QA processes. Though shared services require more time and investment, they allow you to develop standards and procedures tailored to your business needs.
Also, because quality standards may require compliance with certain requirements, shared services may offer better responsiveness as everyone is under the same company, and therefore, is likely to have more seamless communication.
On the other hand, outsourcing offers more limited control when it comes to quality assurance. When you outsource and ask a service provider to take over some of your business processes, you reduce your internal work, but you also give up control.
In outsourcing, the service provider uses the best technologies and best practices to deliver on their promise of quality service. This likely involves management and processes that differ from your internal standards.
To help bridge this gap in quality standards, you should work with outsourcing companies that can adapt to your company culture, understand your business needs, and communicate well with you. This is critical in developing a streamlined process that can fully integrate into your business.
Businesses are required to invest in their in-house team long-term by providing them with training and a competitive benefits package. Businesses can save on their operational costs by having their service provider cover their recruitment, training, facilities, and equipment.
Businesses have full control of the values and culture of their internal teams. Businesses are open to multiple work cultures and may encounter cultural gaps and language barriers.
Businesses have little to no scalability, as in-house staff required to scale their operations may be limited. Businesses can request additional staff from a service provider during peak seasons and can scale down during normal operations.
Businesses have full control of their quality assurance and can tailor their processes according to their internal standards. Businesses can reduce internal work and give up control over their quality assurance to a trusted service provider.
Both shared services and outsourcing aim to reduce costs, streamline processes, and optimize productivity in organizations. However, the two strategies vary when it comes to how well they save on costs, boost work culture, improve work quality, and scale companies.
In essence, shared services act as internal support that keeps your business processes and systems intact and accessible to all key stakeholders. On the other hand, outsourcing serves as external support that improves these existing processes and procedures within an organization.
Businesses that have remained agile amidst market changes have combined these two approaches. While keeping their shared services center organized, they sought help externally to add expertise and improve efficiency. As a result, they were able to maximize their ROI and accelerate their digital transformation.
Many industries and functions — such as data analytics, finance, HR, IT, marketing, and procurement — benefit from both practices.
It depends on your business strategy and goals. Shared services are recommended if you have unique business functions that require internal expertise and oversight. This model also assumes that your business has the resources for employee development and retention.
On the other hand, if you want cost reduction, external expertise, and a large market share, choose outsourcing. In terms of data security, many of the best outsourcing companies have world-class IT facilities and infrastructure, hence all your data will be in safe hands.
Yes, you can combine both approaches. Remember, you don’t have to choose one model and disregard the other forever. At the end of the day, it’s all about your business needs, so there’s no “right” or “wrong” strategy here.
Adapting shared services and outsourcing benefits companies that want standardized processes and oversight of high-value internal functions while also having access to external expertise for administrative tasks. This approach creates a balance of agility, business continuity, and cost savings.
Build the perfect extension of your in-house team and outsource to the Philippines! The Philippines is one of the world’s top outsourcing destinations because of Filipinos’ superior English proficiency, world-renowned hospitality, and strong affinity to Western culture.
At KDCI Outsourcing, we've helped hundreds of medium-sized businesses and large enterprises become successful in their respective industries through our reliable and trustworthy outsourcing solutions.
As a leader in the outsourcing industry, we offer scalable offshore staffing services in various fields, ranging from finance, marketing, customer support, back-office, and web development.
Learn more about offshore outsourcing and build your offshore team with KDCI. Contact us today!
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Outsourcing customer service has become a common strategy for businesses to meet customer needs and expectations. After all, for many customers, bad customer service is a deal breaker. In the case of 56% of consumers in Coveo’s study, they never or rarely reach out to a brand about their lackluster customer experience (CX). So, what did these disappointed consumers do? They jump to another competitor.
As customers demand more from brands, the need to improve operational efficiency, scale your business, and integrate advanced customer service technology (including artificial intelligence) through customer service outsourcing becomes even more imminent.
Outsourcing customer service is a cost-effective strategy, no doubt about that. However, any smart business owner will research and assess the cost of customer service outsourcing. If you’re looking to invest in outsourced customer support and maximize its benefits, this article will do just the trick.
The cost of outsourcing customer service includes direct, indirect, and hidden expenses. By understanding these expenses, you can set a realistic budget and enjoy a higher ROI on outsourcing.
These refer to a service’s upfront and traceable expenses, such as salaries and overhead. Below are the most common direct costs of outsourcing customer service:
Customer service outsourcing includes the cost of compensation and benefits for each personnel in your outsourced customer service team.
Technology expenses include the licenses and software subscriptions to deliver efficient customer support outsourcing services.
Implementation or start-up fees cover the cost of initial training and other activities associated with creating an account with an outsourcing company.
Outsourcing companies earn profit from service fees. These can be charged on a monthly or project-based basis, depending on your choice of customer service outsourcing pricing model.
Indirect costs are operational expenses, which are necessary to keep the outsourcing company running smoothly.
Overhead expenses include infrastructure, office rent, utilities, and administrative costs.
Training doesn’t necessarily stop at onboarding. Additional training on new processes or technology may be required to improve agent performance and service delivery.
Project managers oversee the accounts they handle. Having a dedicated project manager for your account incurs additional expenses.
Costs associated with local or international compliance, contract drafting and negotiation, and data security may be incurred based on industry requirements.
Hidden fees are expenditures that are not disclosed upfront by the outsourcing partner. In most cases, they’re much more apparent as you go into the partnership. Being aware of hidden fees can save your company hundreds or thousands of dollars each month.
Lackluster agent performance leads to quality issues and poor customer service. Poor performance and service quality incur not just financial costs, but also inefficiencies and reputational damage.
SLAs outline everything from objectives to required deliverables to response times and penalties. A poorly written SLA results in inefficiencies, lackluster performance, ambiguity, and conflicts of interest.
Floods, power outages, health crises, and political instability lead to errors, productivity loss, and a decrease in service quality. All of which can skyrocket outsourcing costs.
Foreign exchange rates constantly fluctuate, influencing your total bill for outsourcing customer service.
Customer service outsourcing costs are not static. Before outsourcing customer service, here are the factors that may affect your outsourcing costs:
In outsourcing, location is everything. Where you outsource affects your bill. If you’re a US business owner, will you outsource customer service to a local provider, nearshore to a Mexican vendor, or offshore outsource to a company in the Philippines? Your answer depends on your customer needs and business goals.
Choose a domestic outsourcing partner if fast response times and cultural compatibility are high on your priority list.
But if you prefer bilingual support (Ex: English and Spanish), minimal time zone difference, and lower labor costs, then outsourcing to Latin America is a great choice.
Alternatively, outsourcing to the Philippines is right for you if your business needs cost-effective after-hours support and English-proficient customer service agents.
How many customer service agents do you need? This depends on your requirements and the volume of customer support interactions. You can also start small and gradually increase your headcount.
Additionally, the experience level and professional background of agents can influence the cost of customer service outsourcing. Do you prefer your outsourced customer service team to have experience working in your industry? Do you want agents who have technical backgrounds or are proficient in using AI in customer support?
When building an outsourced customer service team, consider your business goals as well as the skills and experience of your agents. Both of these are essential in helping you meet customer expectations and aim for a higher quality of support.
The project type and scope determine your total cost of outsourcing customer service.
For example, technical support requires troubleshooting skills and a vast knowledge of technical issues and concepts. Finance customer support requires an understanding of financial information, finance and banking processes, and compliance standards. As such, the cost to outsource these services may be higher.
Likewise, the level of service also determines the cost. Basic, low-level, or general customer service is cheaper. However, high-level support is more expensive as it demands different skill sets and professional experiences.
Your outsourced team’s coverage and operating hours can potentially increase costs, so do consider the time zone difference.
In the Philippines, employees in the private sector who render work from 10:00 pm to 6:00 am are paid an additional 10% night shift differential. This premium can potentially increase your total outsourcing costs.
Customer service outsourcing includes the cost of technology and tools for the project. What adds to the complexity here is your business and customer needs.
Do your in-house agents frequently resolve basic inquiries? In this case, you’d benefit from automation technologies. Does your customer support lack structure or suffer from poor resource optimization? A tiered customer support software solution may be ideal for your business.
You’ll also need to find an outsourcing partner who can provide cutting-edge technologies and source agents who excel in your tools or software. The vendor’s expertise, the quantity of technology, and the cost of software licensing and subscription can add up to your bill.
If you’re offshore outsourcing customer service in the Philippines, you made the right choice. According to the latest findings of the Education First English Proficiency Index (EF EPI), the country has scored 570 points, placing 2nd in Asia and 22nd globally.
A report by the Social Weather Stations also found that most Filipinos (80%) can understand English verbally and in writing.
In this section, we will compare the estimated annual salaries of a customer service agent in the Philippines and the US.
Generally speaking, US hiring expenses cost $4,683 USD per employee. But this figure can vary from role to role. Below are the average salaries of various customer service roles:
Benefits in the private sector cost an hourly average of $13.58 USD, translating to $28,246.40 USD annually per employee working a 40-hour work week. Depending on the agent’s role and seniority level, annual total costs can range between $48,746.4 USD to $151,026.4 USD.
To begin with, a Filipino working in a non-agricultural sector in the National Capital Region (NCR) earns ₱695 per day or $11.93 USD. If you’re outsourcing customer service to the Philippines, here are the estimated annual salary ranges of the aforementioned roles:
Although the salaries above may vary depending on the provider and the agent’s experience level, hiring a Filipino outsourced customer service professional (even for a managerial role) is cheaper than hiring locally.
This allows for increased scalability during peak customer service operations, such as Black Friday, Cyber Monday, and Christmas.
Most outsourcing companies claim that businesses save around 70% (or more) on labor and overhead expenses. There’s some truth in that, of course. Apart from cost savings, ROI in customer service outsourcing in the Philippines also manifests in faster resolution times, better customer satisfaction rates, and stronger customer loyalty.
In this section, we’ll provide a sample calculation of the ROI of customer service outsourcing using an imaginary scenario. For now, let’s assume you spend a total of $700,000 USD each year in in-house expenses.
Important: Outsourcing expenses, total cost savings, and ROI depend on several factors, including the provider’s HMO, years rendered by the employee (which affects the amount of 13th-month pay), the agent’s experience level, and service incentives.
The trick to maximizing cost savings is not by choosing a dirt-cheap outsourcing company or a vendor with different core values from yours, but by working with the right one.
Investing in a cheap, poor-performing outsourcing company is a recipe for disaster. Empty promises and no tailored or regular coaching?
Your business is in for a wild ride of off-brand correspondence, errors, and negative feedback. If you don’t end the partnership right away, these mishaps can cost you in the long run, and no business owner would want a negative ROI.
If you want your customers to be happy while enjoying higher cost savings, you need a reliable third-party vendor.
Obviously, there are factors to consider when evaluating a potential outsourcing partner. Here’s a brief checklist:
The best customer service agencies in the Philippines offer immense value to your business — whether it’s a reduction in unresolved tickets or an increase in sales and positive customer feedback. Any outsourcing company knows that good customer service is about people.
Competent outsourcing companies also put a premium on their employees. They invest in their development and train them on the latest customer service tools. Simply put, if you want premium-quality outsourced customer service, expect to pay premium prices.
Customer service is an avenue for building strong customer relationships. It is through these valuable relationships that consumers remain loyal to your brand. But if customer service metrics and customer experience are more lackluster than usual, outsourcing customer service is your best move.
At KDCI Outsourcing, we help you build a dedicated team of customer service agents who will deliver exceptional customer support at your preferred operating hours. Our library of AI-powered customer service tools is designed to streamline customer support at scale, improve metrics, and enhance customer relationships.
Let’s help you optimize your overhead. Contact us for a detailed price quote!
In today’s fast-paced business world, companies are always searching for ways to maximize efficiency and save costs. Two strategies that have been widely debated in effectively addressing challenges in business operations are outsourcing and backsourcing.
But what exactly are these practices, and which one is truly better for your company? In this blog post, we dive into the nitty-gritty of backsourcing and outsourcing to shed light on the pros and cons of each approach and help you make an informed decision for your business.
Backsourcing is when a company brings back certain business processes that were previously outsourced, to be handled in-house again. Often associated with reshoring, the whole backsourcing operation is credited for the reshoring of over 1.7 million jobs to the US since 2010, with high-tech industries driving the movement at 88% of the total numbers.
Some backsourcing process examples include a shoe manufacturing company where they might outsource the job of making the shoes to a factory in China. For instance, they might decide to bring that job back in-house, or backsourcing it, if they want more control over the production process or want to save money.
Given the unique terms of this solution, using backsourcing is a more common strategy in specific lines of business. Some industries that commonly use backsourcing in their BPO (business process outsourcing) strategies include:
Companies in the manufacturing industry often use backsourcing to bring certain processes, such as assembly or production, back in-house. This can be done to improve efficiency, maintain control over key processes, or address issues with quality or delivery from external providers.
Retail companies may use backsourcing for processes such as customer service, inventory management, or e-commerce operations. This can help them to better control the customer experience and ensure that inventory is managed effectively.
Financial services companies may use backsourcing for processes such as accounting, risk management, or compliance. This can help them to better control sensitive financial data and comply with regulatory requirements.
Healthcare companies may use backsourcing for processes such as patient care, medical billing, or claims processing. This can help them to better control the quality of patient care and ensure that medical billing and claims processing are handled accurately.
IT companies may use backsourcing for processes such as software development, network management, or data analytics. This can help them to better control key technology processes and maintain a competitive edge.
Telecommunications companies may use backsourcing for processes such as customer service, network management, or billing. This can help them to better control the customer experience and ensure that networks are managed effectively.
Government agencies may use backsourcing for processes such as procurement, human resources, or logistics. This can help them to better control costs and ensure that key processes are managed efficiently.
Automotive companies may use backsourcing for processes such as manufacturing, supply chain management, or logistics. This can help them to better control key processes and ensure that vehicles are manufactured and delivered on time.
Backsourcing can have a number of impacts on the workforce and job market. One potential impact is that it can create new job opportunities in the domestic market, as companies bring back jobs that were previously outsourced. This can be particularly beneficial for workers in industries that were hard hit by outsourcing, such as manufacturing and certain types of service jobs.
Another potential impact is that it can lead to higher wages and better working conditions for workers, as companies may be willing to pay more for labor in the domestic market than they would for outsourced labor. However, backsourcing can also have negative impacts, such as job loss for workers in countries where jobs were outsourced to. Additionally, it can also increase production costs for companies which may lead to increased prices for consumer goods.
For organizations in other industries (or even for those in the ones listed here), outsourcing is another solution that is utilized to minimize operational costs and maximize overall business success. Now, let’s discuss backsourcing and its key differences with outsourcing to better understand both solutions.
Outsourcing is when a company hires another company, often located in a different country, to handle certain business processes for them. So In essence, outsourcing is when a company gives a job to another company to do, and backsourcing is when a company takes a job back and starts doing it themselves again.
Companies should weigh the potential benefits and drawbacks of each strategy and determine which option is best for their business. Here, we’ll cover all the essentials of backsourcing, so you can make an informed decision and identify whether it’s the right solution for addressing business problems and supporting your ongoing success.
Businesses opt to backsource for several reasons, often based on unique business goals or changes within the company. Whatever they may be, backsourcing can have a number of benefits for businesses, such as these 7 key advantages:
Backsourcing a previously outsourced function can result in lower wages and benefits for workers, as well as lower overhead costs for the company. By bringing production or manufacturing processes back in-house, a company can reduce the costs associated with outsourcing, such as shipping and logistics expenses, and currency exchange rates. This can also help to reduce costs associated with labor laws and regulations, which can vary greatly between countries.
Backsourcing allows a company to quickly adjust to changes in demand for its products or services. By having more control over the production process, a company can respond more quickly to changes in customer demand and market conditions. This can help to keep inventory levels low, reduce lead times, and improve overall efficiency.
By bringing production or manufacturing processes back in-house (or another business function, for that matter), a company can have better control over the quality of its products or services. This can help to reduce the risk of product defects and improve customer satisfaction. Additionally, by having more control over the production process, a company can better protect its brand reputation.
By backsourcing, a company can gain a competitive edge by being able to respond more quickly to market changes and customer needs, as opposed to other organizations in their niche . This can help to improve the company’s overall competitiveness by allowing it to offer more innovative products and services, and respond more quickly to customer demand.
By integrating backsourcing into the business model, a company can better protect its proprietary technology and intellectual property. When production or manufacturing processes are outsourced, there is a risk that intellectual property may be stolen or misused. By bringing these processes back in-house, a company can get more operational control to better protect its proprietary technology and intellectual property.
By bringing production or manufacturing processes back in-house, a company can better manage its relationships with suppliers and vendors. This can help to reduce dependency on any one supplier and improve supplier performance. Additionally, by having more control over the production process, a company can reduce the risk of supply chain disruptions.
With backsourcing, the IT department can be integrated with the business, leading to a more efficient and effective organization. This can help to improve communication and collaboration between the IT department and the rest of the company, and ensure that IT is aligned with the company's overall business goals and objectives.
If these items on the list are among your top priorities, then it might be time to consider backsourcing for your business. However, it can also come with some risks and challenges. Let’s now discuss the cons of backsourcing.
Backsourcing does have a number of risks and challenges that companies need to be aware of and consider before making the decision to backsource. These include:
Backsourcing may involve working with teams in different countries, which can lead to communication and cultural differences that can hinder productivity and lead to misunderstandings. This can lead to delays and errors in completing tasks, and can also cause frustration and dissatisfaction among team members.
Ensuring that the quality of work being done by the backsourced team meets the company's standards can be a challenge. This is particularly true if the backsourced team is located in a different country and is not familiar with the company’s processes and procedures.
When work is outsourced, the company may lose some control over the process and may have difficulty monitoring the work being done. This can lead to delays and errors in completing tasks, and can also cause frustration and dissatisfaction among team members.
Depending on your specific circumstances, backsourcing can be more expensive than outsourcing, due to factors such as transportation, accommodation, and salaries. This can make backsourcing less cost-effective for companies, particularly for those that operate on tight budgets.
Backsourcing may involve sharing sensitive company information with third parties, which can raise concerns about data security and privacy. This is particularly true if the backsourced team is located in a different country and is not familiar with the company's data security and privacy policies.
Backsourcing may also be subject to political and regulatory risks, such as changes in laws and regulations that can affect the company's ability to operate in a particular country. This can lead to uncertainty and unpredictability in the business environment, which can make it difficult for companies to plan and make decisions.
Finding qualified workers to fill backsourced positions can be difficult, especially in certain industries or regions. This can lead to delays and errors in completing tasks, and can also cause frustration and dissatisfaction among team members.
While these challenges are inevitable, it’s important to know about the industry practices that will empower you as you adopt a backsourcing strategy.
If you want to bring back business functions that have previously been outsourced to your in-house team, here are the steps you can take to ensure smooth transition:
When transitioning to backsourcing, it is essential to maintain quality control in order to ensure that the transition is successful. The best practices in the industry for ensuring quality control include:
Since each one of these solutions serves as an alternative to the other, among the most commonly asked questions is: which among them is actually better?
Let’s address this once and for all. Ultimately, the answer depends on your priorities and goals as a business.
Outsourcing is a cost-effective strategy for businesses looking to take advantage of lower labor costs in other countries. For example, companies can outsource customer support operations to countries like the Philippines where labor costs are lower. This can help the company save money on labor expenses, which can be significant, especially for businesses with a high number of employees. Outsourcing also helps a company to focus on its core competencies. By outsourcing non-core functions, such as back-office functions or creative design services, a company can free up resources and focus on its core business activities. This can lead to increased efficiency and productivity, as the company can devote more resources to its core operations.
Backsourcing, on the other hand, can be more expensive than outsourcing. When a company brings work back in-house, it may have to pay higher labor costs, which can negatively impact the company's bottom line. Also, backsourcing may require the company to invest in new equipment, facilities and other infrastructure. However, backsourcing can provide more control and oversight on the work being done. When a company outsources, it may have less control over the quality of the work being done and the processes used to complete it. By bringing work back in-house, a company can have more control over the work being done, which can lead to higher quality work. In conclusion, the decision to outsource or backsource will depend on a company’s specific needs and goals.
If you’ve ultimately decided that the best move for your business is still outsourcing, that’s where we can help you.
Start optimizing your business operations and experience improved operational efficiency for your company. Work with a trustworthy service provider who can handle your non-core business tasks while you concentrate on what is most important for your company.
KDCI, a top outsourcing service provider based in the Philippines, is ready to assist you in scaling up your manpower without breaking a bank. We provide flexible staffing solutions in various industries, including customer service, Ecommerce, digital marketing, and accounting.
Let us help you assemble an excellent offshore team in the Philippines so you can meet your customers’ requirements and enhance your overall financial performance. Click the button below and get a FREE consultation with our experts today!
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In the ever-evolving landscape of customer experience, the Philippines continues to stand tall as a global leader in outsourcing.
With an English-proficient workforce, cultural alignment with global clients (specifically, across the US, Europe, and Australia), and world-class BPO infrastructure, it’s no surprise that the country remains a go-to destination for companies looking to elevate their customer service functions with trusted outsourcing partners.
As of 2024, the Philippines’ IT-BPM sector generated around $38 billion in revenue, marking a 7% increase from the previous year and employing about 1.82 million professionals nationwide. Industry forecasts by IBPAP project the sector to reach $59 billion in revenue and 2.5 million jobs by 2028, driven largely by customer service, back-office operations, and digital experience services.
These numbers say a lot about the strength of the customer service industry in the Philippines. So, if you’re a business owner or a CX leader planning to outsource your customer service operations in 2026, you’re on the right path.
To help you in this journey, this guide breaks down the top 10 customer service outsourcing companies that you can choose from in the Philippines — based on scale, quality, innovation, and proven results.
Before we do a rundown of all your options when it comes to customer service outsourcing in the Philippines, let us first discuss how your company can benefit from outsourcing your customer service function this 2026 to trusted Filipino call center outsourcing companies.
The numbers speak for themselves. Outsourcing customer service to the Philippines continues to deliver compelling ROI for global companies. On average, organizations save between 40% and 70% on labor and overhead costs compared to maintaining in-house teams in Western markets. But the benefits extend far beyond savings.
A Gartner study found that companies prioritizing customer experience and meaningful customer interaction outperform competitors by nearly 80% in revenue growth. Outsourcing partners in the Philippines help achieve this by combining cost efficiency with a strong service culture, faster response times, and higher first-contact resolution rates.
For example, a US-based eCommerce company with a $300,000 annual in-house support cost could reduce that to about $120,000 with an outsourced team in the Philippines. If better service improves customer retention by even 5%, the resulting lift in recurring revenue often offsets the investment within months. That’s a potential ROI of over 190% within the first year.
If you could run your own business numbers in your head right now, you can already picture how much outsourcing can earn back for your business. In essence, outsourcing customer service is truly about scaling smarter, faster, and more profitably.
Of course, you get your best chances at maximizing this ROI when you work with the right customer outsourcing company. So, let’s discuss your options.
In this list, we break down the top 10 customer service outsourcing companies in the Philippines for 2026. Here are the most trusted providers helping businesses boost ROI, enhance customer satisfaction, and stay competitive in an evolving digital landscape.
At the top of our list is KDCI Outsourcing, a proudly Filipino company headquartered in Pasig City. Founded in 2011, KDCI has carved out a reputation as a reliable and adaptable outsourcing partner for businesses across the US, Australia, and Europe. Unlike large, corporate-style BPOs that often fit clients into pre-set molds, KDCI takes a more customer-centric approach — building dedicated teams around each client’s unique goals, culture, and workflow.
KDCI offers a diverse suite of services, including customer service and sales, back-office administrative support, creative and design services, finance and accounting, and web development. With teams known for their strong communication skills, high English proficiency, and unmatched professionalism, this customer service outsourcing company gives you access to the best of the Filipino workforce.
One of KDCI’s strongest advantages is its ability to scale quickly and flexibly. Whether you need five agents or fifty full-time equivalents (FTEs), the company can adapt fast without sacrificing service quality and customer care. Combined with a 40 to 70% cost savings as opposed to in-house operations in, KDCI consistently delivers measurable ROI for medium to large enterprises.
Concentrix remains one of the largest and most established outsourcing companies in the Philippines, with operations across Metro Manila, Cebu, and several provincial cities. The company specializes in omnichannel customer engagement, combining human expertise with cutting-edge automation and analytics that supports overall client satisfaction.
Concentrix serves major global brands, with a large customer base in industries like telecommunications, finance, healthcare, and e-commerce. Its scale allows for seamless handling of complex, high-volume operations — a must for enterprises seeking consistency across thousands of daily interactions.
Another global giant, Teleperformance has been a fixture in the Philippine outsourcing scene for decades. With tens of thousands of employees across the country, it’s known for its sophisticated customer management systems and ability to serve multiple markets simultaneously.
Teleperformance excels in both voice and non-voice support, offering call center services in English and several other languages. The company has invested heavily in digital transformation, integrating AI and analytics to enhance agent performance and streamline operations and deliver great customer service.
After rebranding from Sitel Group to Foundever, this global CX agency continues to innovate through digital transformation and customer service operations driven by insights and customer feedback. Foundever blends human expertise with AI-enhanced support systems, helping clients create more personalized customer experiences.
In the Philippines, Foundever operates multiple call centers and supports a range of industries — from financial service and insurance to tech and retail. Clients appreciate its focus on employee engagement, which contributes to lower attrition rates and more consistent service quality.
Alorica’s success story in the Philippines is tied to its energetic, people-first culture. The company employs tens of thousands of Filipinos across several cities and focuses heavily on customer acquisition, retention, and technical support.
Its niche lies in performance-driven outsourcing — the kind that links agent KPIs directly to business outcomes like conversion rates, renewals, and upsells. For brands aiming to improve their customer lifetime value or retention rates, Alorica offers both the volume and the metrics-driven mindset to deliver.
VXI Global Solutions has built a strong reputation for technical customer support solutions and multilingual capabilities. It’s especially popular among telecommunications and tech companies that need skilled agents who can handle complex customer issues.
VXI stands out for its in-house training and certification programs, which ensure that agents are not just script readers but genuine problem-solvers. Its flexibility also allows clients to start small and scale as needed, making it a rather attractive option for businesses testing the waters in outsourcing.
Known for its startup-friendly culture and creative approach to outsourcing, TaskUs is a favorite among fast-growing digital and tech brands. The company combines operational efficiency with a unique workplace culture that combines bright offices, progressive leadership, and a strong emphasis on innovation.
TaskUs specializes in digital customer experience, content moderation, and back-office support. Their strength lies in their agility: the ability to respond to emerging trends like AI integration, new social platforms, and modern customer service channels. They are ideal for startups or scaling companies that need partners who can evolve as fast as their industries do.
Accenture may be better known for consulting and digital transformation, but its customer service and BPO arm in the Philippines is formidable. The company operates across several cities and delivers end-to-end customer experience solutions, from strategy and automation to front-line support.
Accenture’s customer service practice leverages its strength in data analytics and AI, helping global enterprises enhance service quality while reducing operational costs. It’s an excellent fit for large companies seeking both efficiency and strategic transformation under one roof.
TELUS International blends the scale of a global player with the heart of a people-focused organization. In the Philippines, it has built a reputation for high-quality multilingual customer support, AI augmentation, and employee engagement.
Its long-term investment in digital platforms makes it a top choice for businesses that want to evolve beyond traditional call centers and into full-fledged CX ecosystems. TELUS is also a consistent awardee for employee satisfaction, which directly translates into better customer experiences.
We’ll wrap up this list with Sutherland, a company known for its deep expertise in back-office call center services and customer support across industries like finance, healthcare, and e-commerce. With years of experience operating in the Philippines, Sutherland combines efficiency with strong data and security protocols that are ideal for clients in regulated sectors.
While not as flashy as newer providers, its reliability and process discipline make it a solid option for companies looking for stability, compliance, and consistent service delivery.
Together, these top 10 companies represent the best of what the country has to offer: world-class talent, cost efficiency, and a culture built around service. With such strong contenders leading the Philippine outsourcing landscape, the real challenge is choosing the right partner for your business.
The best customer service outsourcing agency for you depends not just on price or scale, but on how well they align with your goals, culture, and long-term growth strategy. Let’s break down the key factors to consider when selecting the ideal customer service outsourcing provider.
Not all outsourcing relationships are created equal. The right partner should align with your brand voice, understand your customers, and act as an extension of your internal team. Beyond price, it’s also important to consider other important factors like communication style, data security, flexibility, and training programs for customer service agents.
To help you make the right choice, here’s a practical 5-step guide to choosing the ideal customer service outsourcing partner:
Start by clarifying why you want to outsource. Is it to reduce costs, expand operating hours, improve response times, or enhance customer satisfaction? Your reasons will determine what kind of partner you need. From there, identify measurable success indicators — such as CSAT, FCR (First Contact Resolution), or NPS (Net Promoter Score) — to track progress objectively via a systematic quality assurance process once the partnership begins.
Every industry has unique demands, and experience matters. Look for outsourcing companies that have handled clients within your sector — whether that’s eCommerce, healthcare, fintech, information technology, or SaaS. Industry familiarity ensures that agents understand your customers’ context and can respond with accuracy, empathy, and confidence.
Customer service is as much about tone and rapport as it is about efficiency. Choose a partner whose communication style matches your brand voice. Filipino agents are known for their cultural adaptability, but alignment across internal teams and outsourced team members still needs to be nurtured through tone calibration, brand immersion, and cultural training. A well-aligned team can maintain your company’s personality across every channel and time zone.
A strong partner invests in modern tools: from CRM systems and omnichannel platforms to AI-driven analytics and quality monitoring software. Ask about their data security measures, redundancy systems, and compliance standards. Reliable technology infrastructure is what ensures uninterrupted service and seamless integration with your in-house systems.
Before committing long-term, consider starting with a pilot program. This allows both parties to test compatibility, evaluate team performance, and identify process gaps early in the process. A well-structured trial can reveal how responsive, transparent, and results-oriented your potential partner truly is.
Truth is, a successful partnership doesn’t happen by chance.
It’s built on shared goals, trust, and consistent delivery. Once you’ve found a provider that proves its value during the pilot stage, the next step is scaling that success into a long-term collaboration that drives measurable results.
Scaling your business is easier when your customers are cared for — every time, on every channel.
At KDCI Outsourcing, we empower global brands with customer service teams that deliver exceptional experiences at every touchpoint. From voice and chat support to omnichannel CX solutions, we tailor strategies that help you strengthen customer loyalty, boost satisfaction scores, and reduce operational costs.
With decades of experience building high-performing customer service teams in the Philippines, KDCI is a reliable partner that combines people, culture, and technology to help your business grow faster and serve customers better.
If you’re ready to elevate your customer experience and scale your support operations with confidence, partner with KDCI Outsourcing today. Contact us to learn more.
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In today’s fast-paced business world, managing people effectively is one of the biggest challenges organizations face. As teams expand and operations become more complex, HR professionals must balance talent acquisition, compliance, and employee satisfaction — all while improving operational efficiency.
That’s where modern HR solutions come in. These solutions combine technology, strategy, and expertise to simplify workforce management, automate repetitive tasks, and create a seamless experience for both employees and employers. Whether you’re a small business scaling your first team or a large enterprise managing global talent, HR solutions are the foundation for long-term success.
This article explores the essential components of HR solutions, the tools that drive better results, and how outsourcing can help your business build a stronger, more resilient workforce.
The role of HR has evolved far beyond paperwork and payroll. Today, HR professionals serve as strategic partners who influence growth, culture, and innovation. The rise of workforce management tools has empowered companies to automate processes, centralize data, and gain valuable insights into employee performance and engagement.
Today’s HR solutions integrate multiple systems that streamline every aspect of workforce management:
Together, these solutions create a data-informed, agile HR ecosystem that strengthens employee relationships while improving operational efficiency.
Even with advanced tools, many organizations find it difficult to achieve seamless workforce management. Common bottlenecks often emerge as businesses grow:
These issues highlight a critical truth: effective HR isn’t about adopting technology alone — it’s about aligning people, processes, and platforms to create a sustainable system of operational efficiency.
For many growing and mid-sized companies, outsourced HR solutions have become a practical way to manage complexity and improve performance. By partnering with a trusted provider, businesses gain the expertise, technology, and scalability needed to streamline operations.
Outsourcing doesn’t replace your HR team — it amplifies it. It gives HR professionals the breathing room to focus on people strategy, culture, and leadership rather than administrative load.
The success of today’s HR solutions depends on a robust toolkit of technology that enhances speed, visibility, and collaboration. Some of the most effective workforce management tools include:
Together, these tools empower HR leaders to make proactive, data-backed decisions that elevate both productivity and satisfaction.
At KDCI Outsourcing, we know that people are your company’s greatest asset — and managing them efficiently requires more than just software. Our HR solutions are designed to help businesses of all sizes improve operational efficiency, ensure compliance, and enhance employee engagement through expert outsourcing.
Whether you’re a small business building your first HR structure or an established enterprise optimizing your global workforce, KDCI provides customized HR outsourcing support across key areas:
Our HR teams integrate seamlessly with your internal staff, ensuring accuracy, transparency, and continuous improvement across every HR function.
KDCI maintains structured workflows and measurable KPIs to track performance. Our dedicated account managers ensure open communication, accountability, and results — giving you the confidence that every part of your workforce is managed with precision.
The next wave of workforce trends will center around automation, data intelligence, and employee experience. Businesses that combine smart technology with people-focused leadership will lead the way in innovation and resilience.
By adopting integrated HR solutions and partnering with experts like KDCI Outsourcing, companies can shift from reactive workforce management to proactive strategy — reducing risk, improving engagement, and future-proofing their operations.
Streamline your HR processes, improve compliance, and enhance employee engagement with KDCI’s expert outsourcing services.
Contact us today to discover how our tailored HR solutions and workforce management tools can help your business achieve greater scalability and operational excellence.
Freelancing is associated with several things: uncertainty, flexibility, and financial freedom. With an estimated 1.57 billion freelance talent across the globe, many business owners are scratching their heads, asking, "What is freelancing?" and "Why is it becoming a new trend nowadays?"
To clarify, freelancing is different from outsourcing and definitely far unrelated to hiring full-time employees. So, if you're planning to hire a freelancer, you may spare some time reading this article to make up your mind. Above all, what you need is to be educated to make sound decisions. Before we tackle the pros and cons of hiring freelancers, let’s first define freelancing.
Freelancing is the practice of working as an independent contractor rather than being employed by a company.
In other words, independent contractors use their skills, education, and experience to work with various clients and take on multiple assignments without being tied to a single employer. The number of projects or tasks they can take depends solely on their ability to complete them as requested.
People who do contract work are often called freelancers. Too often, they work in the comfort of their homes. But there are also instances where they may be required to work at their client's office.
Saying that the freelancing world is cutthroat is already an understatement. Many successful freelancers out there would agree on how difficult it is to build a freelance career from the ground up. On top of an unstable salary, freelancers have experienced being lowballed by clients or being forced to provide free services for “exposure.”
It requires a lot of work to make it in the freelancing industry. Freelance workers always have to update their skills according to the needs of the industry. In short, they spend a lot of time and money taking online courses and attending webinars.
The competition to stand out does not end with upskilling. Freelancers should also build a stunning portfolio that wins clients.
After getting these things done, these freelancers flock to social media or popular freelance platforms like Upwork and Fiverr to find clients. From there, they create engaging profiles showcasing their skills and professional background and submit proposals in the hopes of landing legitimate remote jobs that pay well.
In terms of payment methods, freelancers usually get paid either through hourly contracts or fixed-price contracts.
In hourly contracts, clients only pay for the hours that the contractor works. Meanwhile, fixed-price contracts give clients a sense of security in knowing how much money will be spent. Here, freelancers are paid all at once or by milestone, a contract amount paid by the client that is deposited in the freelancer's account.
Anyone who can fulfill a short-term or part-time contract is eligible to become a freelancer. Here are the most common freelance jobs:
Beginning 2022, Mellow found that hiring overseas freelance workers among US companies has seen a staggering increase of 260%, with Eastern Europe, Central Asia, East Asia, and the Middle East and North Africa (MENA) as the most preferred regions for pooling freelance talent.
Given this data, there’s no denying that businesses are recognizing and embracing the strategic advantages of freelance workers. If you have plans of integrating freelancers (and independent contractors) into your workforce, this section weighs the pros and cons of hiring freelancers.
Yes! Hiring a freelancer will help you reduce costs. Also, there are many reasons why compensation costs are lower when you hire freelancers.
First, you're not responsible for a host of benefits on behalf of your freelancers. Unlike hiring full-time employees, you're not required to provide benefits like Medicare, Social Security, health insurance, retirement benefits, and more.
Second, you don't have to shell out for renting office spaces. Freelancers usually have modern home offices and can work from anywhere.
And lastly, businesses get to cut their hiring costs since freelancers charge less compared to full-time employees.
If you're on a shoestring budget, hiring an entry-level or new freelancer might be good for you. But don't expect a professional service and high-quality work. Of course, if you want premium freelance services, expect to pay premium prices.
If you're a busy business owner and have no time to manage a team of full-time employees, hiring a freelance worker is a good idea.
Freelancers usually require minimal supervision. Clearly, they've worked with hundreds of projects before, and they know how to approach tasks quickly with little to no guidance.
Moreover, freelancers operate their services, which thrive on repeat business and repeat clients. Therefore, they strive to submit their best work every time to keep the relationship.
Also, you only pay them for the work they complete, so you don't waste money on downtime.
Freelancers are frequently available on short notice to meet an unexpected demand that your in-house team may be unable to meet. Also, you can hire them by the job, day, or hour.
For example, you can hire a graphic designer from a freelance platform or social media if you need someone who can instantly produce artwork for your social media. To sum up, they can accomplish the task in a fast turnaround time and pay them only for the service they rendered.
If you have short-term tasks that can be done in hours, it's wise to have freelancers you can contact whenever you need their expertise.
While freelancers are reliable for many reasons, there are also instances where they disappear or let go of a project they can no longer handle.
Remember that these freelancers juggle multiple tasks from many clients. That said, be reasonable in giving tasks and deadlines they can work on. It's not good to lose an accountability buddy when a deadline is fast approaching.
To sum up, you can't rely on a freelance worker if you have no long-term commitments. This is true, especially for those you only meet on freelancing platforms.
Moreover, hiring a freelance worker can pose a security threat to your company. Keep in mind that freelancers can use all of your data for whatever it may serve them. For example, they can use it for their portfolio or, worse, steal your company's ideas.
Hence, requiring a freelancer to sign a non-disclosure agreement (NDA) is important. By doing so, you give them insight into what they can and cannot share about the project they are working on.
Clearly, the main reason why freelancers can potentially give you a below-average quality of work is that they have a lower investment in your company.
What does it mean? Their loyalty to your brand is probably lower than your full-time employees. Since they work on short-term projects, they don't understand the brand identity and core values of the company they work for.
As a result, brand inconsistency happens across all deliverables. Hence, it will need more than two rounds of revision to get it right.
Freelancers are not inherently a bad choice. They can work independently and produce high-quality deliverables. However, some freelance workers think that freelancing is an easy way to earn dollars.
This is not true as freelancing requires discipline and consistency. Those who earn a lot built their credentials from the ground up and sought clients who pay a premium for their services.
Other freelance workers also overpromise but underdeliver, which is not good if you want real results.
If you’re frustrated with freelancers, it’s time to seek an alternative: outsourced teams. Here’s why you should build an offshore outsourcing team rather than work with freelance talent:
Outsourced teams are custom-built by outsourcing companies. When you partner with an outsourcing firm, the recruiters will source, hire, and onboard candidates that fit your requirements. This ensures that all onboarded employees are compatible with your workplace culture and can meet performance standards.
An outsourcing team is built for your business. Unlike freelance talent, your outsourced employees won’t suddenly run off or refuse urgent tasks. Whatever task you assign to your team members, they’ll get the job done without hesitation.
Outsourcing teams work in your time zone. A US-based business, for example, will typically have outsourced employees working in US hours. This simplifies communication and minimizes delays and productivity loss.
Unlike freelancers, outsourced teams are managed by a project manager or team lead who oversees the whole account. Project managers and team leads also monitor performance, conduct quality assurance, and provide coaching and training to improve the quality of deliverables and exceed client expectations.
Hiring freelancers and full-time employees are both viable options for getting the best talent. But there is a better alternative that offsets the downsides of the two, and that’s outsourcing to the best outsourcing companies with extensive industry experience handling offshore projects.
KDCI Outsourcing has been in the outsourcing industry for over ten years. Since our inception in 2011, we have delivered scalable offshore staffing solutions to various medium- and large-sized businesses that needed support in customer service, digital marketing, eCommerce, finance and accounting, graphic design, and many more.
Because we have worked with top brands like Apple, Dell, and Canon, we can guarantee world-class professional services at a competitive price.
Do you want to get started with outsourcing? Talk to our experts by dropping a message!
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In today’s business landscape, customer experience can make or break a brand. While great products and competitive pricing matter, what truly builds loyalty is good customer service—consistent, efficient, and empathetic. Yet for many US businesses, delivering that level of service in-house can be both costly and operationally complex.
That’s why an increasing number of companies are turning to customer service outsourcing. By partnering with a trusted outsourcing partner like KDCI Outsourcing, businesses can deliver exceptional customer experiences while keeping costs under control and operations flexible.
Whether it’s managing inquiries, technical support, or omnichannel engagement, outsourcing customer service allows brands to focus on growth while experts handle the day-to-day interactions that keep customers happy and loyal.
Customer expectations are higher than ever. Consumers want fast, accurate, and human responses—anytime and across multiple channels. However, hiring, training, and managing large support teams internally can drain valuable resources.
Through outsourced customer service, companies gain access to a ready pool of skilled professionals trained to deliver world-class support. From live chat to phone and email assistance, outsourcing providers like KDCI ensure that every customer touchpoint reflects your brand’s standards for good customer service.
Outsourcing isn’t just about efficiency—it’s about creating seamless, scalable experiences that strengthen your brand reputation and customer loyalty.
One of the most immediate benefits of customer service outsourcing is its cost-effectiveness. Setting up an internal support department requires major investments in staffing, technology, office space, and management. Outsourcing reduces these overhead costs while maintaining top-tier service.
By working with an experienced outsourcing partner, US businesses can deliver professional, reliable service at a fraction of the cost of in-house teams—freeing up resources for growth and innovation.
Delivering excellent service requires more than friendly agents—it demands expertise, training, and tools. With customer support outsourcing, you gain access to professionals who specialize in communication, problem-solving, and conflict resolution.
Providers like KDCI invest in continuous training and quality control to ensure that their teams deliver good customer service aligned with your brand’s tone and values.
Moreover, advanced technology such as CRMs, helpdesk automation, and analytics dashboards enable better response times and consistent results. This synergy of skilled people and smart systems defines the modern outsourced customer service experience.
To see how this works in practice, explore KDCI’s customer experience services, where omnichannel support solutions help businesses strengthen customer satisfaction while optimizing response efficiency.
In an always-connected world, customers expect immediate help—no matter the time or location. Maintaining 24/7 in-house support, however, can be expensive and logistically challenging.
With outsourcing customer service, you gain round-the-clock coverage through distributed teams that operate across different time zones.
For businesses in industries like e-commerce or SaaS, where support demands are unpredictable, KDCI’s E-commerce Support services provide scalable, always-on customer engagement solutions tailored to your operational needs.
Business growth brings opportunity—and challenges. When customer inquiries surge, your support team must expand quickly to keep up. That’s where outsourcing customer care shines.
Outsourced providers like KDCI offer flexible team scaling, allowing you to increase or reduce support capacity based on seasonal demand, product launches, or market expansion.
This flexibility ensures that you always have the right resources in place, maintaining good customer service no matter how fast your business evolves.
Customer support is essential—but managing it internally can distract from other high-value activities like sales, marketing, and product development.
By outsourcing to a reliable outsourcing partner, your internal team can focus on core business priorities while trained professionals handle customer communication efficiently.
For example, retail brands using KDCI’s Back Office Support services can delegate customer inquiries, data entry, and administrative tasks to specialized teams—allowing in-house staff to concentrate on strategy and innovation instead.
Outsourcing doesn’t replace your internal capabilities; it amplifies them by giving you more time to do what you do best.
Every interaction with your business shapes how customers perceive your brand. When managed effectively, outsourced customer service can significantly improve satisfaction rates and build loyalty.
When customers feel valued and supported, they’re more likely to stay—and recommend your business to others. That’s why many companies view customer service outsourcing not as a cost-saving measure, but as a growth investment.
Leading customer support outsourcing providers use advanced technology to streamline operations and provide actionable insights. These include CRM platforms, analytics dashboards, and AI-powered chatbots that improve efficiency and decision-making.
With detailed reporting and performance analytics, you can track response times, issue resolution rates, and satisfaction scores—all in real time.
These insights empower businesses to make smarter decisions, refine service delivery, and continuously improve customer engagement strategies.
KDCI’s Customer Experience team integrates technology with human expertise to deliver high-impact, data-backed service performance that drives measurable results.
Customer interactions often involve sensitive information, such as personal and payment data. Ensuring that data is handled securely is critical.
Reputable providers like KDCI adhere to global data protection standards and compliance frameworks, including GDPR and ISO certifications. By leveraging secure communication systems and regular audits, outsourcing customer service mitigates risk and safeguards your brand reputation.
With a partner that prioritizes compliance, your business can confidently expand without worrying about data breaches or regulatory issues.
Outsourcing customer care doesn’t just optimize your front-end support—it streamlines the entire customer journey. By integrating efficient workflows, automation tools, and consistent quality monitoring, outsourcing improves every operational touchpoint.
The result is a more agile, efficient organization capable of delivering good customer service that meets evolving customer expectations.
At KDCI Outsourcing, we understand that customer service outsourcing is about more than just answering inquiries—it’s about building long-term relationships between your brand and your customers.
Whether you need customer support outsourcing for e-commerce, SaaS, or retail, KDCI delivers people-first, data-driven solutions that elevate customer experience while ensuring operational excellence.
As AI and automation continue to shape business operations, the future of outsourcing customer service will rely on a balanced blend of human empathy and digital efficiency. Chatbots will manage simple queries, while trained professionals handle complex or emotionally sensitive issues.
US companies that embrace this hybrid model will gain an advantage in responsiveness, scalability, and customer trust.
Partnering with a forward-thinking outsourcing partner like KDCI ensures you’re ready for this evolution—with systems and strategies built for tomorrow’s customer expectations.
Providing excellent customer service shouldn’t come at the expense of your time or resources. With KDCI Outsourcing, you get access to trained professionals, scalable support solutions, and cutting-edge technology that enhance every customer interaction.
Partner with an outsourcing expert that understands your customers and your goals. Contact us and learn more about our Customer Experience, E-commerce Support, and Back Office Support services—and discover how our customer service outsourcing solutions can help your business grow smarter, faster, and stronger.
What started out as a few agents, has grown into an invaluable partnership with KDCI. With more than 40 team members, we are lucky enough to count as part of our Cedar Family. Thank you so much KDCI for making our Company better!
We have found KDCI to be a consistently reliable partner, always willing to ‘go the extra mile’ to ensure our valued customers receive the best possible service.
KDCI plays a very important role in our catalog and content operations. They are responsive, kind, and always willing to help us as much as possible. We have been working together for more than 4 years, and we hope our partnership will be even more fruitful in the future.
Having collaborated with KDCI.co for our creative needs, I can confidently attest to their unparalleled expertise and dedication. Their team consistently delivered innovative solutions that not only met, but often exceeded our expectations. Their professionalism and attention to detail are commendable.
KDCI were able to grow with us with any future requirements. We have a lot to do when it comes to our business, and everytime we come back, they're right there with us and able to deliver.
KDCI's team has been instrumental in helping us not only modernize our platforms but also increase the experiences for the customer, and to deliver on the tsunami of content that came their way.
We had a lot of difficulty finding qualified talent in the United States. Honestly, I don't think we had thought about outsourcing at all as a potential option, but we were very open to it once we heard about it. We love our KDCI team. They're just like a regular part of our team, it's just that they're thousands of miles away.
It's been five years since we started working with KDCI, and it just keeps getting better and better. We've grown together and achieved a lot of shared success. Overall, they're incredibly professional yet fun to work with. We are incredibly happy to have found them.
We're so glad we partnered with KDCI to develop a unique platform that delivers personalized customer experiences without compromising functionality or security. It was an amazing experience, I won't hesitate to start another project with them again.
