Philippines · Customer experience & Asian languages
Support your customers in the language they think in.
Alaya is a Philippine business process outsourcing company. We build and run customer support teams for global brands — and we teach Asian languages to the people who staff them.
01 — What we do
Outsourcing that sounds like your brand, not like a call centre.
Every engagement is staffed, trained and measured against your definition of a good conversation. We hire for empathy and language depth, then build the process around your product — not the other way round.
Explore all servicesCustomer support
Inbound voice, email, live chat, messaging and social care — handled by agents who know your catalogue, your policies and your tone.
Technical support
Tier-1 and tier-2 helpdesk for software, hardware, apps and connected devices, with clean escalation paths into your engineering team.
Back office & data
Order processing, claims, KYC checks, data entry, moderation and reconciliation — the quiet work that keeps the front office honest.
Multilingual desks
Dedicated Japanese, Korean, Mandarin, Vietnamese, Thai, Bahasa and Filipino queues — or one blended desk that routes by language.
Language training
Structured Asian-language courses for companies and individuals, taught by native and near-native instructors on a schedule that fits shift work.
Quality & workforce
Call calibration, QA scorecards, forecasting and scheduling, plus weekly reporting you can actually take into a management meeting.
02 — Why Alaya
The Philippine advantage, taken seriously.
The country has exported customer experience talent for three decades. What is harder to find is a partner that treats that talent as a career, not a headcount line.
"Retention is the whole product. An agent who stays two years knows your edge cases; an agent who stays two months knows your script." How we think about staffing
Hired for language, not just fluency
Candidates are assessed on comprehension, register and cultural nuance — the difference between a translated answer and a native one.
Trained before they touch a customer
Product, systems, policy and tone are covered in a structured onboarding, with nesting and supervised go-live.
Measured on outcomes you chose
CSAT, first-contact resolution, handle time, backlog age — we agree the scorecard before day one and report against it weekly.
Paid and protected properly
Philippine labour standards, SSS, PhilHealth and Pag-IBIG contributions, night differential and legally mandated benefits — no shortcuts.
03 — How we start
From first call to live queue in weeks, not quarters.
A pilot is the fastest way to find out whether we are right for each other. Most engagements follow this path.
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Discovery
We review your volumes, channels, languages, tooling and the kinds of conversations you want handled differently. Usually two calls.
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Team design & proposal
You receive a written proposal: team structure, coverage hours, ramp plan, the KPIs we will be held to and transparent pricing.
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Recruitment & training
We source against the profile, assess language and aptitude, then run product and systems training with your materials and ours.
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Pilot
A small team goes live on a defined slice of volume. We calibrate weekly, tune the scorecard and fix what the plan got wrong.
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Scale & steady state
Headcount grows with demand. Reporting, QA and business reviews settle into a rhythm — weekly operational, monthly commercial.
04 — Language training
We don't just hire language talent. We build it.
Alaya runs an in-house language school. The same curriculum that prepares our multilingual agents is available to companies and individuals — online, onsite or blended.
See courses & levelsAlso available: Business English and accent neutralisation for Philippine teams, and Filipino / Tagalog for expatriate staff relocating to the Philippines.
05 — Trust & compliance
Boring, documented, auditable.
Outsourcing only works if the governance underneath it is dull. Ours is designed to survive your procurement review and your customers' privacy expectations.
- Registered in the Philippines. Business name registered with the Department of Trade and Industry (national scope), with local business permits and BIR registration.
- Data Privacy Act compliant. We process personal data in line with Republic Act No. 10173, its IRR and National Privacy Commission issuances, under a documented data processing agreement.
- Confidentiality by default. NDAs for every staff member, clean-desk and no-phone policies on sensitive programmes, role-based access and logged system use.
- Continuity planned, not promised. Redundant connectivity, generator-backed sites and a documented work-from-home failover for typhoon and outage scenarios.
Industries we know
We are selective about where we claim expertise. These are the sectors our teams are built for.
Let's talk
Tell us what your customers need. We'll tell you exactly how we'd staff it.
Send us a short brief and we will come back within two business days with a proposed team structure, coverage model and indicative pricing - no obligation, no pressure.