Strengthen loyalty with customer service outsourcing from $980 a month, all in

Sourcefit’s customer service rates are $980 a month for entry level, $1,100 for mid level and $1,300 for senior agents, per full-time employee working from home. Office-based staff add $100 a month. Each rate is all in: salary and benefits at cost plus the $395 management fee. There are no setup, recruitment or exit fees. Where the work suits it, output-based pricing is also available, built on the same transparent framework: we show how the unit price is calculated, so you know exactly what you are paying for.

No. The fee is already inside every rate on this page and on every quote. A $980 rate is about $585 of salary and benefits at cost plus the $395 fee. You will never see the fee added to a rate you were quoted.

Legal employment and compliance with an HR team on the ground, recruitment, an i5 computer with dual monitors and headset, a 24/7 IT help desk, a secure managed network, our security certifications and insurance, training and quality, client success management and the Knit workforce platform. For office-based staff it also covers the seat, office network and utilities.

Most customer service roles are recruited, interviewed and onboarded in two to four weeks. Multilingual or specialist roles can take longer. You interview and choose the agents.

That is your choice. Most clients manage the team directly: the agents report to your managers and work inside your processes and tools, with Sourcefit handling employment, HR, equipment, IT and quality support behind them. If you would rather not manage day to day, our Sightline model builds an autonomous team with its own Sourcefit team lead and quality layer that delivers against agreed SLAs, while still reporting directly to you and working to your KPIs, not ours. Sightline is quoted separately.

Yes. Agents work in your help desk, CRM, telephony and chat platforms, such as Zendesk, Salesforce, Freshdesk, Intercom or Five9, under your access rules. You keep ownership of every account, and access is revoked the day someone leaves.

Sourcefit holds ISO 27001:2022 and ISO 27701 certification directly, is PCI DSS validated, has a SOC 2 report, signs HIPAA business associate agreements where needed and operates GDPR-aligned data handling. Home-based staff work on company-managed computers over a VPN with traffic routed through Cloudflare.

The team is yours. If you decide to move them to your own entity or take them with you, they go with you. There is no transfer fee, buyout or conversion charge.

Inbound calls, email and ticket handling, live chat, social media replies, order status, returns and tier-one technical support all move offshore well, and that is where most clients start. So do the layers above them: tier-two and technical support, escalations and complaints handling, team leads and supervisors, quality analysts, workforce planning and reporting. Many of our clients run their whole support operation offshore, including the people who manage it. What usually stays with you is service policy, spending authority above an agreed limit and regulated decisions, with a clear escalation path to the person who owns them. Most clients begin with one channel and add the rest once the first team is settled.

The Philippines is the largest English-speaking customer service market in the world because the accent is neutral and the service culture is strong. Voice is the one channel where customers notice an agent most, so we screen for spoken English, listening and tone, and you hear the candidates yourself before you choose. If voice is a concern, many clients start with chat and email and add voice once they have heard the team on calls.

The Philippines is the default for English voice, chat and email, and for 24-hour coverage of US hours. The Dominican Republic adds native Spanish and a US time zone for nearshore teams. South Africa suits UK and European hours and offers English with a neutral accent, as well as Dutch, German, Italian and Portuguese. We staff from all three, and the rate card is the same in each, so the choice is about language, time zone and your customers rather than price.

Dedicated. Shared agents split their time between several brands and never learn yours properly. With Sourcefit every agent is a full-time employee assigned only to you, trained on your product and brand voice, working in your tools and reporting to your managers. You can start with a single dedicated agent, which is almost always a better option than a shared pool.

The same way you would in house: KPIs you set (CSAT, first-contact resolution, handle time, response time), QA sampling of calls and tickets, a knowledge base you own, and managers who can see the queue. Sourcefit adds a training and quality team as part of the standard fee, which builds the onboarding curriculum with you, monitors quality and coaches when the numbers slip, and our client success team runs a regular performance review cadence with you.

Yes. Philippine night shifts cover US business hours and day shifts cover Australia and Asia; South Africa covers the UK and Europe; the Dominican Republic sits in the US Eastern zone. Full 24/7 coverage needs several agents across shifts, so we size it to your actual contact volume by hour rather than selling round-the-clock coverage by default.

No. You can start with one dedicated full-time agent and add more as volume grows.

AI is already handling routine tier-one work such as routing, FAQ answers and drafting replies, and it makes each agent more productive. What it does not do well is the upset customer, the judgment call or the account that needs a person. The teams we build are people working with AI tools in your stack, and when automation takes over part of a queue the salary line goes down with the headcount, because you pay salary at cost rather than a bundled rate. If you want help working out where automation belongs in your support operation, WorkingAI, our managed AI service, consults on process optimization: mapping the contact types you handle, deciding which can be deflected or AI-assisted, and sizing the human team around the rest.

Attrition is the hidden cost in any outsourcing quote, which is why retention is part of what the management fee pays for: upskilling programs, community outreach and the practices behind our Great Place to Work certification. When someone does leave, replacement recruitment is included at no extra cost, and because your knowledge base and QA records sit in your systems, the new agent trains on the same material.