OFFSHORE Call Center staff for North American Businesses
Build a Responsive, Scalable Customer Service Team
With talent shortages, rising wages and high turnover affecting U.S. call centres, many businesses are turning to offshore solutions to maintain service levels without burning out internal teams.
At Satellite Office, we build offshore call centre teams in the Philippines that provide inbound support, represent your brand and handle phone, chat and email seamlessly.
What an Offshore Call Centre Team Brings to Your Business
When customer expectations are high and margins are tight, service consistency becomes a competitive advantage. Our offshore call centre professionals are fluent English speakers with strong communication skills, trained to handle customer interactions efficiently and empathetically.
Offshoring your call centre function allows you to:
- Scale support
- Extend coverage hours
- Reduce costs, without compromising on quality or control.
We tailor your call centre solution to your hours, channels and support needs, whether you need a dedicated team for overflow handling, after-hours coverage or full front-line service.
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Real Results in Action
Petbarn, a leading pet retailer, was struggling with long wait times and overstretched local staff. Partnering with Satellite Office, they built a dedicated offshore CX team in the Philippines. Within 12 months, wait times dropped to 10 seconds, leading to increased satisfaction — all without losing culture or control.Â
“The offshore team helped us scale quickly without compromising on quality. The numbers speak for themselves — from abandoned calls to response times and Messenger satisfaction, we’ve seen improvements across the board.”Â
— Stacey O’Neil, Customer Service Transformation Manager, PetbarnÂ
How the Hiring Process Works
We handle the recruitment process from start to finish and you stay in control every step of the way.
Role Definition
We scope the role with you and align to your systems, processes, and reporting deadlines.
Candidate Sourcing
We find and screen candidates with experience in your systems.
Skills, Compliance & Background Screening
We assess for technical proficiency, attention to detail, platform capability, and conduct thorough background checks to ensure trusted, high-quality hires.
Final Interview & Offer
You make the final call. After we shortlist top candidates, you interview and select who joins your team — ensuring full confidence in every hire.
Setup & Onboarding
We prepare secure infrastructure and support seamless onboarding.
Ongoing Support
We monitor performance, handle HR/admin, and help you scale as needed. Typical time to hire: 3–6 weeks.Key Benefits of Hiring Offshore Call Centre Staff Through Satellite Office
Gain customer service support that’s fast, scalable, and brand-aligned without the usual recruitment headaches.
English-fluent professionals with experience across inbound, outbound and omnichannel support
Protect data with our ISO-certified operations, enterprise-grade security and privacy controls
Reduce costs while improving response times and customer satisfaction
Let your local teams focus on growth while your offshore admin team handles the tasks that keep everything running.
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Only if you want them to. Our call centre staff are fluent English speakers with neutral accents and strong cultural awareness. We train them to match your brand’s tone of voice, communication style and service protocols – from first greeting to conflict resolution. Many customers don’t even realize the person helping them isn’t sitting in your office. It’s all about consistency and care, not location.
We focus on outcomes, not just activity. Together, we define key performance indicators (KPIs) such as First Contact Resolution (FCR), average handling time, CSAT/NPS scores, and service level agreements (SLAs). Your team is supported with ongoing coaching, QA monitoring and access to our Learning and Development Platform, SO-LEAD, for performance tracking. A dedicated Client Services Manager works with you directly to refine processes and ensure your offshore team meets – and often exceeds – expectations.
We build your offshore roster to match your operating hours – whether that’s standard 9-5 EST, after-hours coverage, or full 24/7 support. Because our teams are based in the Philippines, they’re used to working U.S. shifts and understand the pace and expectations of local businesses. You don’t need to compromise on availability or responsiveness just because your team is offshore.
Absolutely. Many clients start with a single customer service agent or a small support team to test the model. As your volume or confidence grows, scaling up is simple – we manage the hiring, onboarding and infrastructure. Whether you need 2 agents or 20, we help you scale smartly, without losing the personalised feel of your service.
Traditional outsourcing means handing everything over, which can often lead to a loss of brand control or visibility. At Satellite Office, you don’t give up control – you gain a dedicated team that works exclusively for you, following your systems, values and service standards. It’s like expanding your local team, just without the overhead. You stay in the driver’s seat; we just remove the roadblocks.
Security is built into our service from day one. Your offshore team operates from our secure, enterprise-grade offices in the Philippines, protected by encrypted systems, strict access controls, continuous monitoring and full compliance with North American data privacy standards. You control the level of system access, and we support it with 24/7 IT infrastructure and regular audits. We know your customer data is sensitive, and we treat it that way.
Once we’ve defined your needs and ideal role setup, we typically hire and onboard your offshore team within 3–6 weeks. Our local recruitment team handles sourcing, screening, interviews and onboarding. You’re involved every step of the way, but we take care of the legwork so your new hires are ready to hit the ground running with minimal disruption.
Your offshore team is one conversation awayÂ
Book a free strategy call with our team and understand all the ins and outs of offshoring:
- Understand your objectives and discuss roles to offshore
- Answer all your questions on outsourcing
- Discuss pricing and savings – you’ll leave with an estimate on savings, timeframes and kickoff plan for next steps
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