Outsourced Labor guide
Create a customer escalation matrix for Filipino support staff
Map common support cases to response rules, approval limits, and the right escalation owner.
The short answer
Start with one role, a short task list, and a weekly scorecard. Do not outsource a messy process until examples and rules are clear.
What to prepare
- Task examples and sample replies
- Tool access and permission rules
- Daily output target
- Escalation rules for anything sensitive