Outsourcing to the Philippines with ProVizion runs in five steps: scope the work, recruit your team, train them on your systems, go live and then run and scale.
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Yes. The sequence is identical; the timeline is longer and the recruitment stage runs in waves. Once a programme passes roughly twenty seats, we bring in partner facilities that each run over a thousand seats, while design, QA and reporting stay with ProVizion.
If you want to know how outsourcing to the Philippines works once a contract is signed, this page lays it out in the order it actually happens. It is written for someone close to signing who wants the mechanics first: what we ask, how we find people, what the first month looks like, how quality is checked, when you hear from us, what to do when something goes wrong, and how a team grows or winds down.
ProVizion Outsourcing has run this sequence for clients such as Acrisure, Transcosmos and Symmetry Financial Group, and for single-seat teams that later became departments. The steps below are the same in both cases. Only the timeline stretches. A one to three person team can be live inside 48 hours of a candidate being chosen; a fifty-plus seat programme needs a few weeks of planning.
Before anyone is recruited we send a short questionnaire and then walk through it with you. It asks for the roles you need, the hours in your own time zone, the channels involved, current volumes by day and hour, the systems staff will work inside, the markets they will serve, any compliance standard that applies, and your preferred start date. It also asks a less obvious question: who on your side will answer a new hire's questions in week one? The answers become the brief that everything else is built from, and we restate it back to you so nothing is ambiguous.
"Simply the best. Creative, reliable, and quick responding! They truly care which is my favorite!"
With the brief settled we draft a team design. That document names each seat, its shift, its skills and its reporting line. It sets out whether you will direct the team day to day or whether a ProVizion team leader will run rosters, QA and coaching, and it records that you can change that choice later. It proposes a roster that covers your hours with breaks and leave accounted for. It confirms whether staff will be office-based, home-based or hybrid, and how role-based access and activity logging will be configured inside your systems. You sign off on the design before recruitment starts.
For dedicated offshore staff, this is the point at which the team becomes yours in every practical sense.
"Their work was top notch across all boards. Great value and great delivery. This will definitely be a long term relationship with their team."
The first week is about access and context. Accounts are created in your systems, permissions are limited to what each role needs, and staff spend their days learning your products, tone and processes, typically through recorded calls, screen-shares and time alongside your existing people. By the end of the week they are handling real work under close observation.
Across the rest of the first month the training wheels come off gradually. Every piece of work is checked early on, then a sample, and by day thirty most staff are working at a normal pace. Our team leader coaches daily if we run the team; if you do, we still check in weekly. Our customer service teams follow this pattern closely because tone takes longer to learn than process.
Quality is not a report; it is a loop. A sample of each person's work is scored against criteria agreed with you during team design. Scores feed into a coaching conversation, the coaching produces a small change in behaviour, and the next sample tests whether the change stuck. That cycle runs weekly for new staff and settles to a lighter cadence once someone is consistently meeting the standard.
Reporting follows a fixed rhythm. You receive a short weekly summary covering output, quality scores, attendance and anything we think you should know. Monthly, we hold a review that looks at trends, staffing and whether the team design still fits the work. Figures come from your own systems, so you can verify them.
When something goes wrong, you have a named person to raise it with and a defined path above them. Performance concerns go to the team leader first; if you are managing directly, we still ask you to loop us in early so we can coach or replace before the problem hardens. Commercial or contractual matters go to your account contact. Anything involving security or data goes to us immediately, whatever the hour, and is logged.
Scaling repeats steps three and four for the new seats, faster because the brief already exists. Contracts typically run three to twelve months depending on scale, and at the end of a term you can extend, resize or wind down. Offboarding is planned rather than abrupt: access is revoked on a schedule, knowledge is documented, and staff are redeployed within our business rather than let go. Examples of teams that have been through this cycle are on our case studies page; whether offshoring suits you at all is covered in our introductory guide.
Yes. The sequence is identical; the timeline is longer and the recruitment stage runs in waves. Once a programme passes roughly twenty seats, we bring in partner facilities that each run over a thousand seats, while design, QA and reporting stay with ProVizion.
As involved as you like. Most clients interview a shortlist and make the final choice. Some prefer to let us select and simply meet the person on day one. Either approach works, though clients who interview tend to feel ownership of the team sooner.
Output measures relevant to the role, quality scores from the sampled work, attendance and roster adherence, and a short narrative of anything notable. It is drawn from your own systems, deliberately kept to a page, and followed by a fuller monthly review.
Yes, in either direction and at any point. Many clients start with our team leader in place and take over once the work is familiar; others begin hands-on and hand the roster to us as the team grows. The change is agreed in writing and takes effect at the next roster cycle.
Access is removed from your systems on an agreed schedule, activity logs are retained, and staff remain bound by the NDA they signed at hiring. Because your data never left your own systems, there is nothing to retrieve from ours.
Two ways to start. Book a short call, or request a proposal and we'll come back with a recommended team structure.