• In-office teams across Metro Manila
  • U.S.-managed account leadership
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Customer Service Operations

Managed Offshore Customer Service Teams for U.S. Businesses

Stella International builds dedicated, in-office customer service teams in the Philippines that handle your phone, email, and chat volume — with structured escalation paths and QA built in from day one. Not a call center. Not freelancers. A managed team trained on your products, your brand, and your service standards.
Build Your Customer Service Team
  • Multi-channel support
  • Escalation paths documented
  • 99.4% average SLA attainment

99.4%

SLA attainment

98%

Client retention

24/7

Coverage availableCost reduction

Live KPI dashboard

SLA: 99.4% · QA: 96%
The Customer Service Operations Problem

Inconsistent Customer Service Costs You Customers. Consistent Service Costs You Headcount.

Customer service volume grows faster than internal teams can absorb.

As your customer base grows, so does inbound volume across phone, email, and chat. Hiring U.S. support staff to match that growth is expensive, slow, and creates management overhead. Most businesses hit a wall where service quality degrades before they can add capacity.

Escalation handling breaks down without documented structure.

When your support team doesn’t have clear escalation paths, complex issues get misrouted, held too long, or handled inconsistently. Customer satisfaction drops and senior staff spend too much time managing escalations that should have been resolved at the first point of contact.

QA and coaching are the first things cut when the team gets busy.

When volume spikes, quality assurance is usually what gets skipped. But without consistent QA, service quality drifts. Stella’s managed teams have QA built into the operating cadence — weekly scoring, coaching, and SLA review — so quality doesn’t erode when things get busy.
How Stella Runs Your Customer Service Operations

A Dedicated Customer Service Team That Operates to Your Standards, Every Day

Stella builds in-office customer service teams in Manila that handle your inbound volume across every channel you need — phone, email, and chat. Before we hire a single agent, we map your service workflows: greeting scripts, resolution paths, escalation triggers, and quality benchmarks. Your team launches with documented playbooks and reports against daily SLAs from week one.

Phone support

inbound call handling, resolution, and escalation management

Email support

response handling, ticket management, and follow-through

Chat support

live chat, async messaging, and CRM logging

Escalation handling

documented paths, supervisor routing, and resolution tracking

QA

weekly call/ticket scoring, coaching sessions, and SLA reporting

Reporting

daily volume metrics, resolution rates, CSAT tracking, and weekly performance reviews

How we work

How Stella Builds Your
Customer Service Team

01

Discovery
Call

We learn your customer service operation — channel mix, inbound volume, current team size, escalation complexity, and tools. 30 minutes.

02

Workflow
Mapping

We document your service playbooks — greeting standards, resolution paths, escalation triggers, and QA benchmarks — before we hire anyone.

03

Role Design
and Hiring

We design agent profiles and KPIs for each seat, source in our Philippines talent network, and run multi-stage screening for communication skills, product aptitude, and culture fit.

04

Client
Interviews

You interview shortlisted agents and select your team. The hiring decision is always yours.

05

Onboarding
and Training

Agents are trained on your product, CRM, scripts, and service standards before they take a live interaction. QA benchmarks established pre-launch.

06

Launch, Manage,
and Report

Daily operations managed in-office by Stella. Live SLA and QA dashboard, weekly performance reviews, monthly business reviews. U.S. account lead as your single point of contact.
Build Your Customer Service Team with Stella

Customer Service Teams
Managed by Stella

99.4%

average SLA attainment across managed queuesclient retention across all active engagements

98%

client retention across all active engagements

24/7

shift coverage available across U.S. time zones

60%+

cost reduction vs. comparable U.S. customer service roles

Our CSAT score went from 74% to 91% in four months after Stella rebuilt our escalation workflow and put a QA cadence in place. Same volume. Better team. Better process.

Head of Customer Experience, E-Commerce Operator

We went from three U.S. support reps to a ten-person Stella team in eight weeks. The cost reduction alone paid for the engagement in 60 days.

COO, SaaS Company

FAQ

Frequently Asked Questions - Offshore Customer Service Teams

How is Stella different from a traditional call center outsourcer?
Stella is not a call center. We build dedicated teams that work exclusively for your business, in our in-office environment, trained on your products and brand. There is no shared pool of agents handling multiple clients. Your team is yours.
Phone, email, and chat. We configure multi-channel coverage based on your volume mix and can expand channels as your operation grows.
Yes. Stella can schedule teams across all U.S. time zones, including overnight and weekend shifts. 24/7 coverage is available for businesses that need it.
QA is built into the operating cadence from day one. Weekly call and ticket scoring, agent coaching sessions, and SLA performance reviews. Your U.S. account lead shares QA results with you weekly.
Stella teams are trained on your existing stack — Zendesk, Freshdesk, Salesforce Service Cloud, Intercom, or any platform you use. Configuration and training happen during onboarding.
Escalation paths are documented before launch. Stella’s team follows defined triggers for routing to your internal U.S. team. We design the escalation structure together during the workflow mapping phase.

Build a Customer Service Team That Hits Your SLAs Every Week.

Book a 30-minute discovery call. We’ll walk through your current customer service operation, map your escalation workflows, and show you what a structured Stella team would look like for your business.
Book a Discovery Call
Call (520) 826-4146

99.4% avg. SLA attainment

24/7 coverage available

QA built in

98% client retention