Email Support Outsourcing
written in your voice
Email support outsourcing hands your customer inbox to a dedicated team that works inside your helpdesk, on your macros. US, UK, and Australian companies use it to cover the hours their own team is offline. Digital Minds BPO runs it from three facilities in Naga City, Philippines, at an estimated $924 to $1,596 per agent per month, billed hourly.
Pick a time that suits you, straight from our calendar.
- Savings
- 70%
- Up to, against a US hire
- Retention
- 94%
- Client retention rate
- Partnership
- 4.7yrs
- Average length of a client relationship
- Since
- 2010
- 15+ years building dedicated teams
From Fortune 500 sales support to a government call center.
Email customer service outsourcing. What our team handles.
Four queues cover most of what lands in a customer inbox.
Order and shipping
Where-is-my-order emails, answered from your order data.
- Tracking and delivery status requests
- Address changes and order edits before dispatch
- Cancellations within your policy
See also customer service outsourcing.
Billing and refunds
The team follows your refund rules and sends exceptions to you.
- Refund and return requests within your policy
- Duplicate or failed payment reports
- Subscription changes and cancellations
Account and tier-1 technical
First replies from your knowledge base; anything deeper is logged and passed on.
- Login, password, and access problems
- Plan and account changes
- Bug reports logged with steps and screenshots
Deeper work: technical support outsourcing.
Complaints and escalations
Upset customers get a calm reply, and the right cases reach you with the full thread.
- Complaints written in a sharp tone
- Chargeback and dispute notices passed to your team
- Escalations with the whole thread attached
Also by chat: live chat support outsourcing.
Our email support services run inside the helpdesk you already use: Zendesk, Freshdesk, Intercom, Gorgias, Help Scout, HubSpot Service Hub, Salesforce Service Cloud, Zoho Desk, Front, Kustomer, Gladly, or Re:amaze.
Who owns what in your email queue
| Item | You decide | We run |
|---|---|---|
| Policies and tone | Refund rules, brand voice, and approved macros | We write inside them and flag gaps |
| Escalation rules | What the team settles and what comes to you | We apply them and send escalations with the thread |
| Helpdesk access | Seats, permissions, and integrations | We work inside it from our Naga City offices |
| Your team | You interview the shortlist and choose | We recruit, screen, test, train, and employ them |
| Supervision and quality | The targets and what good looks like | Coaching, quality checks, and reports against your KPIs |
| Schedule and equipment | The hours you want covered | Scheduling, hardware, IT support, payroll, and HR |
A Team Leader and a Project Manager supervise your team at no extra cost; our HR team assigns both, normally one to two weeks after your deposit clears. People write and own every reply; tools may help sort the queue.
24/7 email support outsourcing, in your time zone. Worked while you sleep.
A US business day is a Philippine night shift, so your inbox is worked while your own team sleeps. Your team works the hours you set, up to 24/7/365.
These shift by an hour when clocks change.
What coverage do I get?
Your hours, or 24/7/365 on one queue. Round-the-clock cover takes at least 5 agents; 3 or 4 give extended hours. The night differential is built into the rate, so US hours carry no premium.
How is the response target set?
We publish no response-time figure, because an honest number depends on your coverage hours, queue size, and ticket mix. The target is agreed with you in writing.
What happens overnight, at weekends, and in a spike?
The queue keeps moving on the shifts you set, weekends and holidays included. Anything unresolved goes into a handoff note for your morning team. Team size carries a margin for leave and spikes, and extra seats take 15 days’ notice.
Email support for your industry
Ecommerce
Order status, delivery, returns, and refund emails answered in your store platform, with refund exceptions passed to your team.
See the serviceHealthcare
Appointment, billing, and insurance emails handled with care for patient privacy. Staff handling healthcare data complete HIPAA Privacy and Security training.
See the serviceFintech
Account, onboarding, and transaction emails where a wrong balance or a disputed transfer costs trust, with anything sensitive passed to your team.
See the serviceGaming
Account recovery, payment, and in-game issue emails from players across time zones, with ban appeals escalated under your rules.
See the serviceLogistics
Shipment tracking, delivery exception, and proof-of-delivery requests answered by email, so your dispatch team stays on the floor.
See the serviceInsurance
Quote, policy, and claims-status emails answered in a calm tone, for customers often writing at a stressful moment.
See the serviceOutsource Email Support to the Philippines
When you outsource email support to the Philippines, four questions come first: written English, time zone, where the team sits, and who manages it.
Written English. Email is a written job, so candidates are screened for English communication and tested on skills, communication, and tool proficiency. You interview the shortlist before anyone starts, and you approve the macros and tone they write in.
Time zone. A queue does not need a live conversation, so the gap works for you. US business hours fall in the Philippine evening and night, so mail that lands after your in-house team logs off is worked while you sleep.
Where the team sits. Your team works inside your helpdesk from our own facilities in Naga City, never from home. Every hire clears NBI and police checks and signs an NDA, and agent activity is recorded.
Management. A Team Leader and a Project Manager supervise every day, so outsourced email support does not add to your management load.
“Their team has integrated so well that it feels like we have them physically in the office. It was beyond expectation to think that their time zone is totally opposite from ours.”
Rose BedellBusiness OwnerYour customers write in. Your voice writes back.
Your customers won’t notice the difference, but your bottom line will.
From first call to first reply. You choose the team.
From signed agreement and deposit to team start: 15 to 30 days, depending on role complexity and team size.
- Step 01Together
Talk it through
30 to 60 minutes. A discovery call covers your helpdesk, weekly volume, any backlog, ticket types, and escalation paths. We confirm the roles, timeline, and coverage hours.
Your partTell us how email runs today and where it slips.
- Step 02Our side
Get the proposal
Within 5 business days. A proposal with the team structure, the size we recommend for your volume, rates by tier, the recruitment timeline, and the contract terms.
Your partReview it and sign to confirm scope and rates.
- Step 03Together
Sign and pay the deposit
You sign the service agreement, which holds an NDA and an outsourcing agreement, and pay a one-month security deposit applied to your final invoice. Recruitment begins.
Your partSign the agreement and pay the deposit.
- Step 04Together
Choose your team
We source and screen candidates, test them on skills, communication, and tool proficiency, then arrange video interviews with the shortlist.
Your partInterview the shortlist and choose your team.
- Step 05Together
Start work
Agents train in our Naga City offices on your tone and tools; the first 5 days are free. Reviews at 30, 60, and 90 days track your KPIs.
Your partGive helpdesk access and approve your macros.
Email support outsourcing services pricing. Published, not hidden.
One rate card, all three tiers, billed hourly on actual hours worked. Never a flat fee.
$924 to $1,596 per agent per month ($5.50 to $9.50 an hour), estimated, billed hourly.
Email and tickets
Non-voice rate card- Entry · 0 to 1 years$5.50/hr$924 est./month
- Mid · 1 to 3 years$7.50/hr$1,260 est./month
- Expert · 3 to 6 years$9.50/hr$1,596 est./month
Est. monthly is the hourly rate times 168 hours. Each month we bill the hours actually worked; vacant seats, replacement gaps, and unpaid absences are not billed, except during the notice period after the pilot. Every rate includes a Team Leader, a Project Manager, and the first 5 days of training. Technical email work uses the Technical Support card ($7.50, $9.50, $12.50 an hour); agents who also take calls move to the voice card ($6.50, $8.50, $10.50).
In-house inbox team vs a dedicated team
| Item | Digital Minds dedicated team | In-house hire |
|---|---|---|
| Fully loaded cost | $924 to $1,596 est. monthly per agent, billed hourly | Wages, payroll taxes, benefits, equipment, and space. Our US benchmark: $3,500 to $7,000 a month per agent |
| Time to hire | 15 to 30 days from signed agreement and deposit to team start | You run the search, screening, interviews, and onboarding |
| Management overhead | A Team Leader and a Project Manager supervise daily at no extra charge | Your support lead schedules, coaches, and covers absences on top of the day job |
| Coverage hours | Your hours, or 24/7/365. True 24/7 on one queue takes at least 5 agents | Your office hours. Nights and weekends mean overtime or on-call pay |
| Attrition risk | If someone leaves, we replace them at no recruitment cost. A vacant seat is not billed | Every departure costs the search, the retraining, and a coverage gap |
Proof you can check
- Client retention rate
- 94%
- Average length of a client partnership
- 4.7 yrs
- Voluntary attrition, all staff, annual
- 8 to 10%
- Philippine BPO voluntary attrition (CCAP and Willis Towers Watson: 31% in 2022, 36% in 2021)
- 31 to 36%
Our voluntary attrition is roughly 3 times better than that benchmark.
Clients we have served
P&G
B2B sales support
We have supported P&G’s distributor network with B2B telesales.
Petron
Outbound database management
We have served Petron with an outbound call center for database management.
Bureau of Customs
Official call center
We ran the official call center for the Philippine Bureau of Customs from 2021 to December 2023.
From our clients
We came to Digital Minds BPO with a customer service turnover problem in the US. What surprised me most was how quickly the team became part of our family.
We had a bad experience with an outsourced staff prior to them and this gave us a negative impression with the bpo industry. … 4 years later we are still working with them! It was the best decision we ever did in our business.
Email work depends on tone and exceptions. Our clients stay long enough for the team to learn theirs.
How we protect your customers’ data. In plain terms.
Facilities
- Your team works only from our Naga City facilities, never from home
- Biometric access, 24/7 security guards, and CCTV
- No personal phones or USB drives on the floor
Workstations and network
- Company-owned, hardened desktops
- USB ports restricted and printing disabled
- VPN to your systems where you need it
- 24/7 IT support and a 99.9% uptime guarantee
People
- Every employee signs an NDA
- NBI clearance, police clearance, and employer and reference checks on every hire
- Agent activity is recorded, and screen capture can be switched off for your seats
Compliance
- HIPAA Privacy and Security training for staff who handle healthcare data
- GDPR compliance for EU data subjects
- Philippine Data Privacy Act compliance, with a certified Data Protection Officer
- We do not hold SOC 2 today
How to choose an email support partner
| Criterion | Question to ask | What to look for |
|---|---|---|
| 01Reply review | Question to askHow are replies reviewed, how often, and against what standard? | What to look forA named reviewer and a set schedule. Ask who sees the scores. |
| 02Macros and tone | Question to askWho writes and approves the macros and tone of voice, and who keeps them current? | What to look forYour approval on every template, with the provider doing the upkeep. |
| 03Escalation | Question to askHow does a ticket come back to my team, and with what attached? | What to look forWritten rules for what the team settles and what returns to you, with the full thread. |
| 04Volume to seats | Question to askHow do you turn my weekly email volume into a number of seats? | What to look forA method you can follow, with the number written into the proposal. |
Email support outsourcing FAQs
What is email support outsourcing?
How much do email support outsourcing services cost?
How many agents does email customer service outsourcing need?
Can you cover 24/7 email support?
How fast can an email team start?
Is our customers’ data safe with an offshore team?
What contract terms do you offer?
Request a proposal
Tell us your helpdesk, weekly email volume, any backlog, and the hours to cover. An advisor reads every request and replies with questions or a proposal outline.
My advice for anyone considering Digital Minds BPO: start small where you have the greatest need, then expand as you see what’s possible.
Tell us what your inbox costs today. We’ll show the difference.
Book a consultation and we’ll map your ticket volume, hours, and rates. Prefer to talk now? Call the number for your region.
US +1 302 501 7702 · UK and Europe +44 736 049 6832 · Australia +61 495 033 200 · New Zealand +64 781 07413