Telecom Customer Service Outsourcing in the Philippines
Over 15 years supporting one of the world's largest global telcos across all 10 brands: device provisioning, troubleshooting, billing, retention, upsell and retailer support, delivered from Bacolod, Philippines.
Telecom customer service outsourcing means entrusting subscriber conversations, from device activation and troubleshooting to billing, retention and retailer support, to a dedicated external team. PanAsiatic has run these programs for one of the world's largest global telcos, across all 10 of its brands, for over 15 years, from two facilities in Bacolod, Philippines, with 3,000+ agents working on site, 24/7 across voice, chat, email and SMS.
Telecom call center outsourcing: the programs we run
The programs we have run for a global telco for over 15 years, available to your subscribers 24/7 across voice, chat, email and SMS.
Fifteen years inside one of the world's largest telcos
Telecom is our deepest experience. The operating model below was built for it, brand by brand, program by program.
All 10 brands, since 2010
Trusted partner to Verizon, supporting all 10 portfolio brands since 2010, from device provisioning and troubleshooting to billing, retention, upsell and retailer support.
Service quality you can measure
Recognized for industry-leading CSAT performance and outstanding agent tenure. Telecom companies trust PanAsiatic because of proven reliability, strong CSAT performance and long-term partnerships.
Capacity for enterprise volumes
3,000+ agents across two state-of-the-art facilities remodeled in 2024, with a combined 2,180-seat capacity, 18 training rooms and scalable infrastructure.
Technical support outsourcing for telecom companies
A subscriber contacts you for very different reasons in the same week: a device that will not activate, a bill that looks wrong, a plan that no longer fits, a store that needs an answer while a customer waits at the counter. Each is a program of its own, with its own scripts, systems and metrics. For over 15 years we have supported one of the world's largest global telcos across all 10 brands on exactly these programs: device provisioning, troubleshooting, billing, retention, upsell and retailer support.
Technical inquiries are where most outsourced telecom programs break. Our teams handle device provisioning, troubleshooting and technical support following the escalation paths, knowledge bases and tools you define, with custom SOPs, KPIs and dashboards that show resolution rates, handle times and satisfaction the way you want to see them.
Telecom retention, upsell and billing support
Retention and upsell ask for a different skill: hearing the real reason a subscriber wants to leave, and knowing when an offer helps. Our client-obsessed agents represent your brand the way your own team would, and the training, career paths and wellness programs behind them are why our agent tenure stands out in the industry.
Billing inquiries and payments run inside a PCI-DSS 4.0 certified, 100% facility-based environment, with no remote operations, so a subscriber who calls about a charge or a payment is handled with the same controls as the rest of the program.
Who we build telecom support programs for
Operators and providers that handle subscriber conversations at volume and need a partner who already knows the industry.
Wireless carriers and MVNOs
Device provisioning, troubleshooting, billing, retention and upsell, handled 24/7 across all channels, with teams that scale up or down as your subscriber base evolves.
Cable, fiber and internet providers
Technical support and billing programs for home services, with custom SOPs, KPIs and a dashboard tailored to each program.
Retail and partner channels
Retailer support that gives stores and partners a fast answer while a customer waits, backed by the same custom SOPs and KPIs as your consumer programs.
Tell us which programs you want to move.
We will walk you through how your telecom customer service program would run at PanAsiatic.
How your telecom program takes shape
Fast, flexible and modular, one program at a time or all of them.
Onboarding by program
We get up and running quickly with minimal ramp time. Provisioning, billing, technical support, retention or retailer support: each program gets its own tailored processes, with 18 training rooms across our two facilities to prepare the team.
SOPs, KPIs and a dashboard per program
Tailored processes, metrics and reporting for each program, for example first-contact resolution, handle time, save rate or activation success, in a dashboard built for you.
Capacity that follows your launches
Teams easily scale up or down as your business evolves. A device launch, a billing cycle, a network event or a new market: the team grows with the volume and comes back down after it.
Full-service or hybrid, AI-ready
Choose between end-to-end support and a hybrid model where our team takes one program or a defined set of tasks. Sentiment analysis, authentication and workflow automation are available as optional AI add-ons, deployed on our cloud or yours.
Subscriber data and payment security
Every agent works from a badge-secure facility in Bacolod, with no remote operations, under 24/7 physical and digital monitoring, with redundant power and data systems. The environment is ISO 27001, PCI-DSS 4.0 and SOC 2 certified, with BCMS 22301:2019 and DPO/DPS 2026 certification, so subscriber data and payment conversations stay under the same controls your own operations would require.
Related outsourcing services
The same facilities, the same security model and the same team structure, applied to other programs.
Customer service outsourcing
24/7 support for your end customers, across every channel.
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Inbound and outbound calling operations at enterprise scale.
See the serviceBPO services
Back-office and customer operations from Bacolod.
See the serviceHealthcare customer service outsourcing
Patient-facing support for health plans, provider networks and healthtech.
See the industryTelecom outsourcing guides
Three articles on telecom support and secure contact center operations.
Telecom call center outsourcing for complex support
Why telecom inquiries are harder than most, and how an outsourced team handles them.
Read the articleExpert handling of tier 2 and 3 telecom inquiries
What it takes to resolve complex technical cases without sending them back to your engineers.
Read the articleKeeping call centers PCI compliant without slowing service
How payment conversations stay secure and fast at the same time.
Read the articleTelecom customer service outsourcing FAQs
What is telecom customer service outsourcing?
It is the practice of entrusting subscriber conversations, such as device provisioning, troubleshooting, billing, retention, upsell and retailer support, to a dedicated external team. At PanAsiatic, that team works on site in Bacolod, Philippines, 24/7 across voice, chat, email and SMS.
What experience do you have in telecom?
Over 15 years supporting one of the world's largest global telcos across all 10 brands, including device provisioning, troubleshooting, billing, retention, upsell and retailer support.
Why do telecom companies trust PanAsiatic?
Because of proven reliability, strong CSAT performance and long-term partnerships. We are recognized for industry-leading CSAT performance and outstanding agent tenure, and we have supported the same Fortune 500 telco since 2010.
Can your agents handle technical troubleshooting?
Yes. Troubleshooting and technical support are part of the programs we have run for a global telco for over 15 years, following the escalation paths, knowledge bases and tools you define, with custom SOPs and KPIs for the program.
Do you run retention and upsell programs?
Yes. Retention and upsell are part of the programs we have run for a global telco for over 15 years, delivered by client-obsessed agents who represent your brand the way your own team would.
How do you handle volume spikes?
Teams easily scale up or down as your business evolves, so a device launch, a billing cycle or a network event is covered, and the team comes back down after it.
How do you protect subscriber data and payments?
Every agent works from a badge-secure facility in Bacolod, with no remote operations, under 24/7 physical and digital monitoring. The environment is ISO 27001, PCI-DSS 4.0 and SOC 2 certified, with BCMS 22301:2019 and DPO/DPS 2026 certification.
How much does telecom customer service outsourcing cost?
It depends on the programs, the hours of coverage and the team size. We pride ourselves on being the most cost-effective call center in the Philippines, with transparent pricing and no hidden fees: book a discovery call and we walk you through the model for your programs.
Where are your telecom support teams located?
PanAsiatic operates from Bacolod, Philippines, with two state-of-the-art facilities remodeled in 2024 and a combined 2,180-seat capacity. Our 3,000+ agents all work on site.
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