Build a fully managed customer experience team in the Philippines — voice, chat, and email — at 65–70% less than local hiring. Every agent is dedicated exclusively to your brand, your processes, and your customers.
Customer experience is the function most founders try to solve last — and regret first. Local agents are expensive, hard to scale, and leave faster than you can replace them. The result is mounting tickets, falling CSAT, and a team that can't keep up with your growth.
A US CX rep at $18/hr is $37,440 base — but fully loaded with taxes, benefits, equipment, and overhead, you're paying $48,000+. Per agent. And that's before management costs.
Peak season arrives. Tickets surge. Hiring takes 6–8 weeks locally, and new agents take 4–6 weeks to train properly. By then, your CSAT is already damaged.
Average CX agent turnover in the US is 45% per year. Every departure means 6–8 weeks of recruiting, training, and productivity loss. It's a cost most businesses never fully account for.
Most offshore providers place people. We build and run a complete customer experience function. Here's what comes standard with every Nezda Outpost CX engagement.
Inbound and outbound phone support with full call recording, QA monitoring, and escalation protocols. Agents trained on your scripts and brand tone.
Real-time chat support across your website, app, and social channels. Response time SLAs built in. Works with Intercom, Zendesk, Freshdesk, or your existing stack.
Ticketed email management with SLA tracking, categorization, and first-contact resolution targets. Managed in your existing helpdesk with full audit trail.
Monthly QA scoring on random call and chat samples. CSAT surveys auto-triggered after interactions. Weekly QA reports delivered to your team.
Every agent is trained specifically on your brand voice, product knowledge, policies, and escalation flows before they handle a single customer interaction.
We design your shift schedule around your customer time zones — AEST, EST, PST, GMT — including weekend and public holiday coverage. Team lead manages attendance and coverage gaps.
Our 400 in-house recruiters have pre-screened CX talent pipelines across all roles and seniority levels. No cold job posts — we call people we already know.
Front-line voice, chat, or email agent handling inbound enquiries, complaints, and general support. Trained on your brand and product from day one.
Handles complex escalations, VIP customers, and difficult cases. Experience in de-escalation, policy interpretation, and cross-team coordination.
Reviews call recordings, chat transcripts, and emails against quality rubrics. Produces weekly QA scorecards and coaching recommendations for your team.
Manages 6–12 agents: attendance, schedule adherence, performance coaching, shift handovers, and escalation decisions. Your on-the-ground team manager in the Philippines.
Monitors and responds to customer queries, complaints, and comments across Facebook, Instagram, X (Twitter), and TikTok. Protects your brand reputation in real time.
Manages 3–5 concurrent live chats with fast, accurate, on-brand responses. Experienced with Intercom, Zendesk Chat, Freshchat, Tidio, and Gorgias.
A step-by-step breakdown of exactly what happens from your first call to your first ticket resolved. No black boxes.
We run a 45-minute structured discovery session to map your current support volume, channels, tools, ticket types, escalation paths, and team structure. We identify the exact roles, seniority, and shift coverage you need.
Within 48 hours of your discovery call, you receive a complete team structure proposal: role titles, seniority, shift schedules, total monthly cost, and projected savings vs your local equivalent. No generic quote — this is a purpose-built plan.
Our CX-specialist recruiters activate existing pipelines — agents we have already screened, interviewed, and know personally. You receive a shortlist of 3–5 candidates per role, each with video introduction and skills assessment, within 5–10 business days.
You run 30-minute video interviews with your shortlisted candidates. You select who joins your team. No one starts without your explicit approval. We coordinate scheduling across time zones.
Before your agents handle a single customer, they complete your brand voice training, product knowledge, policy certification, and tool access setup. Your Nezda account manager coordinates the full onboarding plan with your internal team.
Your team goes live. For the first 2 weeks, a Nezda delivery manager shadows the team closely and provides daily performance briefs. From month 2, you receive weekly CSAT, FCR, and volume reports with your dedicated account manager.
CSAT scores, first contact resolution, and response times — the numbers your customers care about, from real Nezda Outpost CX engagements.
A fast-growing fashion e-commerce brand based in Melbourne was drowning in customer support tickets during peak season. With 3 local agents at A$58K each and a 6-week local hiring lead time, scaling to meet demand was impossible at the speed the business needed.
The founder had tried freelancers from Upwork — inconsistent quality, constant retraining, and no accountability when agents disappeared mid-peak. They needed a managed solution, not more people to manage.
Nezda mapped their ticket volumes by channel (60% email, 30% live chat, 10% phone), identified 3 shift windows for AEST coverage, and designed a 5-agent starter pod.
All 5 candidates sourced from existing pipelines. The founder interviewed 8 people in total and selected her 5 within 3 days of receiving shortlists.
Agents completed brand voice training, return/refund policy certification, and full Gorgias access. First ticket handled on day 18.
As CSAT climbed from 71% to 88% in month 2, the founder scaled from 5 to 22 agents. Nezda sourced each wave in under 10 days per cohort.
Every CX plan includes sourcing, brand training, HR, payroll, compliance, QA oversight, and a dedicated account manager.
💡 6 Nezda CX agents ($1,900/FTE) = $136,800/yr. The same 6 locally in the US = $332,000+ fully loaded.
Many CX clients also use Nezda Outpost to build adjacent teams in the same engagement. Start with CX, add more functions when you're ready.
Book a free 45-minute CX discovery call. We will map your support volume, design your team structure, and show you the exact cost breakdown — no commitment required.
Tell us about your support needs and we'll design a team for you within 48 hours.