Our Contact Center Outsourcing solutions are designed to support your business in delivering exceptional customer service. We provide a full range of outsourcing options that help you enhance customer satisfaction, build long-term relationships, and improve your overall service efficiency. With our professional team and tailored approach, we ensure that every customer interaction reflects your brand’s quality and care.
Call Center Services
Types of Call Center Services | Inbound Services (Handling incoming customer calls) | Outbound Services (Making outbound calls for sales and customer engagement) |
|---|---|---|
Description | We receive calls from customers, provide information, give advice, and answer inquiries promptly. | We contact customers to follow up, conduct surveys, and introduce new promotions. |
Benefit | Enables immediate customer support and quick responses to customer needs. | Supports proactive communication that strengthens customer relationships and drives business growth. |
Our Live Chat service integrates seamlessly with your website and social media platforms to provide real-time customer support 24/7. It helps your business respond quickly to customer needs and manage inquiries efficiently. Alongside this, our Admin Page management system allows you to monitor and organize customer data easily, ensuring smooth communication and better service management.
Key Features:
We offer a strict content monitoring and moderation system to ensure that all user-generated content complies with your company’s standards and guidelines.
Content Review Process:
We provide professional recruiting services to source qualified personnel for Contact Center Outsourcing operations. Our recruitment process focuses on selecting candidates with strong communication skills, service-minded attitudes, and the ability to handle customer needs efficiently—ensuring your contact center runs smoothly and effectively.
Our contact center operates around the clock, providing continuous support to your customers. With regional service centers staffed by multilingual professionals fluent in up to eight languages, we cover key markets across Asia, English-speaking regions, and beyond ensuring seamless communication and excellent service at all times.
We understand your business needs to scale quickly. With our advanced recruitment platform, experienced talent acquisition team, and employer branding experts, we can attract qualified candidates fast through social media, job websites, and employee referral programs helping you expand your customer service team without delay.
Customer expectations evolve constantly, and we help your business stay ahead. Through performance monitoring, data-driven strategies, and modern technology, we continuously enhance customer experiences. Our contact center acts as a global excellence hub that keeps your brand aligned with market demands and customer satisfaction goals.
One of the main advantages of outsourcing is cost efficiency. Our pricing model includes all expenses related to managing a customer service center, offering a cost-effective alternative to maintaining an in-house team—while still ensuring high-quality service and operational excellence.
Running an in-house contact center requires significant investment in multiple areas such as staffing, equipment, and IT system maintenance—all of which must be managed internally. These expenses can quickly add up and impact overall business efficiency.
Typical In-House Expenses:
Choosing Contact Center Outsourcing can substantially reduce operational costs, as an external provider manages everything as an all-inclusive service. This covers staffing, IT systems, workstations, and employee care, allowing your business to operate efficiently without heavy upfront investment.
Typical Outsourcing Advantages:
Items | In-House | Outsource (Contact Center) |
|---|---|---|
Workstation | High expenses for setup and maintenance. | No setup or maintenance costs, resulting in lower overall expenses. |
IT | Requires investment in both software and hardware. | Includes IT services with ready-to-use systems and regular software updates. |
Salary | High cost due to full-time employees. | Lower and consolidated cost within the service, helping reduce overall financial burden. |
Flexibility in Adjustment | Time-consuming to expand or improve the team. | Able to quickly scale up operations according to business needs. |
Risk Management | Must handle all risks internally. | Outsourcing provider helps reduce operational risks. |
Infrastructure | Agent | Supervisor/ Manager | Knowledge and quality management (Trainer / Quality assurance specialist) | HR support including |
|---|---|---|---|---|
– Workstation /
IT support Telephony – Facilities | – | – | – | – Recruiting – Payroll – Benefits – Welfare management |
In-House: 100% | In-House: 100% | In-House: 100% | In-House: 100% | In-House: 100% |
Outsource : All inclusive in the cost
We offer flexible service packages tailored to each client’s needs. You will be supported by a professional team ready to collaborate closely with you to achieve the goals outlined in the defined Service Level Agreements (SLAs).
Items | Shared Staff Packages | Dedicated Staff Packages |
|---|---|---|
Suitable for | Businesses that require customer service with variable or unpredictable call volumes. | Businesses that need a dedicated team exclusively for their customer service operations. |
Advantages | – Cost-efficient by sharing staff across multiple businesses. – Flexible in adjusting staff numbers based on demand. | – Receive full attention and expertise from a dedicated team. – Better control and monitoring of performance and workflow. |
SLA Indicators | – Responding to customers within the defined timeframe. – Average waiting time. – Number of resolved cases. | – Quick response in urgent cases. – 24/7 continuous service availability. – Serving customers across all required channels. |
Suitable for | Small to medium-sized businesses that require customer service during uncertain or varying hours. | Businesses providing premium customer service or those requiring dedicated and specialized support. |
Flexibility | Flexible in adjusting or reallocating team members according to changing business needs. | Flexible in managing dedicated resources to meet specific customer requirements. |
Cost | Lower costs due to shared staff with other businesses. | Higher costs, but with dedicated teams and supervisors focused on delivering premium customer service. |
Effective human resource management is the key to success in Contact Center Outsourcing. Our process covers every stage from recruitment and training to team management and performance tracking ensuring that every staff member can respond efficiently to customer needs and deliver outstanding service quality.
Recruitment
We source candidates with the right skills and qualifications who fit your business needs
Training
Each employee receives comprehensive training in customer service, communication, and operational procedures.
Implementation
Trained staff are assigned to handle real customer interactions with professionalism and confidence.
Performance Tracking
Continuous monitoring and evaluation are conducted to maintain high service standards and drive consistent improvement.
Team Leaders
Oversee daily operations, monitor staff performance, and provide guidance to help the team improve continuously. They play a vital role in ensuring smooth workflows and maintaining high productivity within the contact center.
Quality Managers
Evaluate and enhance the quality of customer service by reviewing performance metrics and refining work processes to achieve maximum efficiency and consistency.
Team Support
Our support system ensures that every team member has access to the right tools, resources, and ongoing guidance needed to deliver excellent customer experiences.
Multichannel Communication Platform
A communication system that supports multiple channels such as phone, chat, email, and social media for smooth customer interaction.
Monitoring and Reporting Software
Tools designed to track performance, generate insights, and ensure service quality consistency.
Process Improvement Tools
Systems that help identify workflow gaps and enhance operational efficiency through automation and innovation.
Data Analytics and Artificial Intelligence
Utilizing data and AI to analyze trends, predict customer needs, and improve decision-making for continuous service enhancement.
In Contact Center Outsourcing, evaluating operational and customer service performance is crucial for sustainable improvement. Regular performance measurement helps businesses enhance service quality, maintain high standards, and deliver consistent customer satisfaction.
Key Performance Indicators:
Process development in Contact Center Outsourcing plays a vital role in helping businesses respond quickly and effectively to customer needs. Enhancing workflows not only reduces costs and improves service quality but also elevates the overall customer experience. Continuous process improvement ensures flexibility, allowing services to adapt smoothly to changing business situations.
Steps in Process Improvement:
In our Outsource Call Center services, we provide multilingual support focused on the ASEAN region and English-speaking markets, covering more than 8 languages. This ensures your customers can easily communicate and receive assistance from a team that truly understands their language and is always ready to help professionally.
We are a team from diverse backgrounds with a range of skills, joining in a common belief :
500% YoY growth in employee
2 operational facilities in bangkok, Thailand and1 offshore office in Kuala Lumpur, Malaysia
500 Seating capacities and expandable
900+ Employees
More than 7,000 sq m of total spaces with 1,500 sq m total operation area.
More than 7,000 sq m of total spaces with 1,500 sq m total operation area.
7 languages support available across SEA region
Digiserve is a leading provider of Contact Center Outsourcing with over 20 years of proven expertise and industry experience. We deliver fast, accurate, and high-quality customer service solutions designed to meet global business demands. With our worldwide Centers of Excellence and professional teams, we ensure your business receives top-tier service, seamless communication, and customer support that drives long-term success and satisfaction.
Contact Center Outsourcing is a service where companies hire an external provider to manage their customer service center instead of handling it in-house. This approach helps businesses reduce costs while improving service efficiency by leveraging trained professionals who specialize in customer communication and problem resolution.
The cost of outsourcing a contact center in Thailand varies depending on several factors, such as team size, service hours, task complexity, and the type of support required. In general, prices can range from tens of thousands to several million baht per month, depending on your business needs and service level.
Contact Center Outsourcing is ideal for businesses that want to lower operational costs and improve customer service efficiency, including:
The level of security depends on the service provider. A reliable provider follows strict data protection protocols and complies with personal data protection laws. By choosing a company with strong information security practices, you can ensure that your customer data remains confidential and fully protected.
Multilingual Contact Center Outsourcing in Thailand can support various languages based on your business requirements. Commonly supported languages include Thai, English, Chinese, and others. This multilingual capability helps your business reach international markets and deliver customer service with greater accessibility and effectiveness.
50+ Managerial and support staffs
keeping 92% CSAT level, a high score in the E-commerce industry!
With 20 years of experienced team management in outsourcing services.
Fast deliver and accurate services
8 languages support available across SEA region
We specialize in Customer Experience (CX) management and are part of your team to improve operational efficiency, control costs, and improve customer satisfaction scores (NPS). Improve your service offerings.
Focus on your business. We will take care of your customers.
Content moderation helps create boundaries on what can be considered appropriate and inappropriate content.
We are able to set up-scale up, multi size-multi channel contact centers. We offer traditional call centers (chat, email, social media, outbound service) or sourcing the team player for contact centers.
