High-Volume Outsourcing
Built to Perform.
Built to Scale.
Deploy dedicated offshore customer experience, e-commerce support, sales, and back-office teams operated under structured management, measurable KPIs, defined service levels, and enterprise-grade continuity.
Programs from $16–$18/hour
*Pricing varies by volume and complexity
WHAT WE DO
OPERATIONAL CAPABILITIES
Enterprise-grade operations built on measurable KPIs, defined SLAs, and professional governance models for scale.
Customer Experience
Managed customer service focused on CSAT, NPS, and First Contact Resolution targets with rigorous quality governance.
Omnichannel Support
Synchronized response management across voice, chat, and email with 99.9% operational continuity and governance.
Sales & Lead Gen
Performance-driven inside sales and SDR support operated under strict qualification SLAs and CRM data integrity rules.
Back-Office Ops
Process-driven data processing and inventory administration under strict compliance and information security rules.
Technical Support
Tier 1-2 help desk support meeting rigid uptime and ticket resolution time SLAs for high-volume marketplace platforms.
Dedicated BPO Teams
Scalable offshore departments utilizing expert operational methods and integrated AI-enabled functionality for brands.
Operational Advantage
The Philippine Performance Edge
CallWorks integrates localized cultural care with enterprise-grade operational rigor. We build offshore teams that don't just answer queries—they drive KPIs and maintain brand standards.
Cultural EQ
- Malasakit (Ownership)
- Empathy & Resilience
- High Adaptability
- Relationship Focused
Work Standards
- English Proficiency
- Coachability & Scale
- Exceptional Ethic
- Process Accountability
Partnership Governance
The Lifecycle of High-Volume Operational Excellence
CallWorks integrates governance, transparency, and scalability into every stage of the partnership, ensuring offshore teams meet enterprise-grade SLAs and continuous performance improvement.
Process Mapping
01 · DISCOVERY
We analyze existing workflows to define key performance indicators and identify high-impact automation opportunities before scaling begins.
Elite Selection
02 · TALENT
Rigorous multi-stage screening for language, emotional intelligence, and cognitive capability, with full client visibility in selection.
Seamless Launch
03 · INTEGRATE
We onboard teams into your CRM and systems under strict security protocols and comprehensive training for day-one operational continuity.
04 · STEWARDSHIP
Global Governance
Continuous management focused on SLA compliance, strict data governance, and proactive risk mitigation for large-scale consumer brands.
<4 Weeks
Deployment for Pods of 20+
99.9%
SLA Target Compliance
$16-$18/hr
Transparent Economics
BUILT TO SCALE
Start with the Team You Need. Scale When You’re Ready.
CallWorks supports focused pilot teams, growing customer operations, overflow programs, and larger dedicated campaigns.
100
Production Seats Ready
A professionally managed operating environment supported by recruitment, training, quality assurance, workforce management, IT, and account leadership.
300+
Scalable Seat Capacity
ORMOC CITY
Philippine Delivery Center
2006
Established
2006
Established
100
Production Seats
300+
Scalable Capacity
ORMOC
Philippines
PEOPLE
Talented Filipino professionals delivering communication, empathy, judgment, sales ability, and human connection.
AI
AI-assisted workflows, knowledge retrieval, agent assistance, call summarization, and intelligent productivity tools.
OPERATIONS
Nearly two decades of BPO experience, professional management, quality assurance, workforce management, and IT support.
INFRASTRUCTURE
A real, professionally managed contact center in Ormoc City, Leyte, Philippines, with redundant connectivity and security.
GOVERNANCE & KPI FRAMEWORK
Operational Excellence. Measured by Results.
OPERATIONS
- Standardized Workflow Management
- Real-time Escalation Protocols
- Dedicated Account Governance
- Multi-tier Leadership Support
- Human-Led Quality Accountability
- Client-Side System Integration
98% SLA COMPLIANCE
We integrate enterprise-grade monitoring and AI-driven precision into every human interaction. Our teams operate under restricted governance to ensure scalability and service level consistency.
INTELLIGENCE
- Predictive Volume Analytics
- Automated Documentation Loops
- AI-Assisted Knowledge Retrieval
- Sentiment-Based Prioritization
- Integrated Quality Monitoring
- Real-time CRM Data Sync
35% EFFICIENCY GAIN
Scalability through governance. Reliability through automation.
Enterprise-Grade Operations. Built for Hyper-Scale.
Supporting fast-scaling e-commerce and retail giants with performance-driven contact center solutions, strict SLA adherence, and transparent operational governance.
01 · Performance
Measurable KPIs
Real-time dashboards tracking CSAT, NPS, and AHT to ensure your high-volume operation meets strict quality standards.
02 · Elasticity
Built to Scale
Rapidly expand from pilot teams to hundreds of seats to support peak shopping seasons and explosive growth cycles.
03 · Governance
Defined SLAs
Contractual service level agreements ensuring high-volume responsiveness and operational excellence at every touchpoint.
04 · Continuity
Enterprise Safety
Redundant connectivity and professional security protocols designed for high-stakes marketplace operations.
CX & Service
Full-spectrum support for e-commerce, returns, refunds, and high-volume billing inquiries handled by experienced professionals.
Marketplace Support
Scaling buyer and seller support for complex marketplaces with integrated ticket management and rapid response protocols.
Inside Sales & SDR
Aggressive lead qualification and appointment setting models built to fuel top-of-funnel growth for scaling retail brands.
Back-Office Ops
AI Integrated CX
BPO Partnerships
Processing complex data sets, CRM administration, and logistics oversight to maintain supply chain continuity.
Leveraging AI for summarization, interaction insight, and agent efficiency in high-pressure support environments.
Strategic white-label delivery for global BPOs and e-com agencies requiring reliable offshore production units.
OPERATIONAL LEADERSHIP
Experienced operators behind every engagement. Our leadership team brings together growth strategy, site-level execution, and operational discipline to keep client programs accountable, scalable, and built to perform.
From Ormoc City, CallWorks has evolved alongside the outsourcing industry—combining experienced operational leadership, Filipino talent, professional infrastructure, and practical technology.
2006
CallWorks established.
GROWTH
Operations and delivery experience expanded.
EVOLUTION
Processes, infrastructure, and client capabilities developed.
TODAY
People-powered, AI-enabled offshore customer operations.
NEXT
Building scalable teams for the next generation of customer experience.
Operational Leadership
Ken Enecio
Head of Growth & Strategic Partnerships
Kristian Sunga
Head of Site Operations & Delivery
Yure Etrata
Head of Performance & Operational Excellence
Ken leads the commercial side of CallWorks, shaping offshore solutions that match each client’s operating model. He focuses on understanding growth goals, structuring scalable engagements, and building strategic partnerships.
Kristian owns day-to-day execution on the production floor, leading site teams and service delivery, ensuring coverage and quality stay on target as programs scale.
Yure drives KPI discipline, quality frameworks, and continuous improvement so client programs benefit from clear metrics and faster problem-solving.
LinkedIn Profile
LinkedIn Profile
LinkedIn Profile
OUR DELIVERY CENTER
Professional Operations in Ormoc City, Philippines
CallWorks operates from an established contact-center environment designed to support managed customer service, sales, technical support, and back-office teams.
Professional Production Environment
Dedicated operating space for managed customer programs.
Technology Infrastructure
Business systems and connectivity configured around approved client requirements.
Operational Management
On-site support for coaching, quality, workforce coordination, and account delivery.
Scalable Capacity
Start with an appropriately sized team and expand as requirements grow.
HOW WE LAUNCH
From Discovery to a Scalable Offshore Operation
01
DISCOVER
Understand your objectives, workflows, customer needs, and KPIs.
02
DESIGN
Define the team structure, coverage, technology, processes, and governance.
03
BUILD
Recruit, select, and prepare the right team.
04
INTEGRATE
Connect the operation with approved systems, tools, and workflows.
05
LAUNCH
Deploy the team with active management and performance monitoring.
06
OPTIMIZE
Use coaching, quality analysis, reporting, and operational insight to improve performance.
07
SCALE
Expand the team and capabilities as business needs evolve.
GOVERNANCE & PERFORMANCE
Enterprise-Grade Operational Design.
Define your service levels, KPI frameworks, and contingency protocols. Our solution architects will build your dedicated offshore operation based on these precise enterprise specifications.
Physical Security
Controlled facility access, production-area isolation, and biometric authentication for mission-critical operations.
Data Sovereignty
Strict adherence to client-specific data handling rules, GDPR/CCPA compliance support, and zero-trust protocols.
SECURITY & CONTINUITY
Security & Continuity
Enterprise-grade operational controls designed around high-volume retail and e-commerce requirements.
Specific controls, certifications, and contractual SLAs are meticulously confirmed during your custom solution design and due diligence phase.
Technology Controls
Approved hardened devices, role-based access (RBAC), multi-factor authentication, and secure VPN connectivity.
Incident Response
Real-time monitoring and documented escalation paths ensuring transparency for e-commerce business operations.
Personnel Security
Rigorous screening, non-disclosure agreements, and continuous security awareness training for all offshore staff.
Business Continuity
Redundant power, ISP connectivity, and site recovery plans to maintain 24/7 service availability under high-scale demand.