Frequently Asked Questions

Outsourcing frees up Business Leadership bandwidth to focus on core activities, and allows specialized partners to handle operational support- apart from solving challenges around cost pressures and unfilled vacancies.

You also remove the burden of managing non-core functions: you don’t need to rent office space, hire HR, legal, IT, facilities, security, or housekeeping teams, or manage recruitment and payroll internally. CX Horizon handles these operational layers, allowing your team to focus on driving growth, improving products, and serving customers.

Benefit to you?

Immediate reduction in your costs, with access to ready-to-run high performance operations without overheads, delays, and compliance risks.

The Philippines is globally recognized as a premium outsourcing destination, combining a young, English-proficient workforce with cost efficiency and cultural alignment to Western clients.

Industry highlights:

• Workforce scale & skills: 113 million population, median age 26, literacy rate ~98%. Over a million skilled call center agents, 200,000 healthcare support professionals, 199,000 certified accountants, and a growing tech talent pool.

• Cost efficiency: Companies can achieve 40–60% labor cost savings compared to high-cost markets.

• Service culture: The Filipino culture excels in customer-facing roles, IT support, and Healthcare services thanks to strong cultural empathy, hospitality, and professional training.

• Infrastructure & time zones: Established BPO infrastructure enables 24/7 operations aligned with your business hours.

Benefit to you? Access to a large, high quality talent pool that’s growing every year, and has established credibility in delivering quality outcomes at materially lower costs- and is backed by a conducive culture and aligned Government policies.

C-level access

We intend to stay boutique and high-touch. Unlike larger BPOs that may deprioritize smaller clients, we offer personalized, 24/7 access to CXO leadership. Every client, regardless of headcount, has access a text or call away.

Deep industry expertise

With decades of experience in healthcare, finance, IT, and customer experience operations, we build teams aligned to your specific business needs, embed best practices, and deliver measurable KPIs. After having set up, scaled and run similar operations in demanding, Fortune 100 environments, there is no aspect of discovery on success drivers.

Technology & AI-enabled transformation

We ensure we remain the experts on what tools exist and enter the market- placing us in a strong position to lead clients through smart, tech-driven transformation. We leverage AI and advanced operational tools to improve performance, productivity, and compliance.

Definitions:

• BPO: You get business outcomes without managing people. We hire, train, and performance manage our employees to deliver you KPI outputs such as Productivity, Accuracy, Quality, Effectiveness and Customer Experience. Best if you want results without the management overhead.

• EOR: You get employees as if they were your own, except they’re in the Philippines. We handle compliance, payroll, HR, and facilities. You control daily performance and operations as you would your own team. Ideal if you want full operational control without establishing a local entity or managing support departments.

  Here’s a Comparison between the models.

Structure

• BPO: Your outsourced team operates under our legal entity. We manage all day-to-day operations, deliver agreed KPIs/SLAs, and are accountable for outputs.

• EOR: We legally employ your staff on your behalf. You direct daily performance and output, while we manage HR, payroll, labor compliance, facilities, IT helpdesk, internet, and admin.

Recruitment & Hiring

• BPO: We hire, train, and manage the team to deliver on contracted KPIs. You are not involved in day-to-day staffing.

• EOR: We handle recruitment, onboarding, payroll, benefits, and compliance. You choose roles and manage day-to-day work.

Employment Compliance

• BPO: We manage all compliance.

• EOR: We fully handle compliance, including statutory benefits, labor laws, taxes, and payroll.

Operational Control

• BPO: We control operations, workflows, and staffing to meet KPIs; you see outcomes, not daily management.

• EOR: You control operations, tasks, workflows, and team performance, just as if staff were on your own payroll.

Facilities & Infrastructure

• BPO: We provide and manage everything—office space, IT systems, security, facilities, and support staff included.

• EOR: We provide employment administration; your staff can work remotely or at locations you specify. You typically provide work tools or systems.

Tech & Tools

• BPO: We provide the platforms, workflow systems, and productivity tools needed to deliver outputs.

• EOR: You choose operational tools; we ensure your employees have access and support for smooth operations.

Flexibility & Scale

• BPO: Adding capacity may require negotiation. We bear operational responsibility for scaling.

• EOR: Highly flexible; we can quickly hire staff as you demand, without entity setup or HR overhead.

Cost Structure

• BPO: You pay one all-inclusive fee, usually per FTE. Includes all costs—labor and overhead.

• EOR: We pass through salaries and benefits, and charge a fee only for our admin and compliance services.

Risk & Liability

• BPO: We are accountable for KPIs, quality, and compliance; you see the end business outcomes we deliver.

• EOR: We bear employment, compliance, and payroll admin risk; you focus on driving team performance and results.

CX Horizon doesn’t just keep up with technology- we actively scan, evaluate, and implement the latest tools that can deliver tangible impact for your operations

Some examples include-

Recruitment & Talent Management Tools

We use AI platforms to source, assess, and onboard candidates efficiently. These tools allow us to quickly identify the right talent, reduce recruitment cycles, and ensure candidates are a cultural and skills fit.

Client benefit: Faster hiring, better-quality talent, and reduced operational disruptions when scaling your team — all without dedicating internal HR bandwidth.

Productivity & Workforce Optimization

Tools that monitor desktop activity and time-in-app help us monitor work patterns, track utilization, and measure engagement. These insights ensure teams are productive, workload is balanced, and bottlenecks are addressed proactively.

Client benefit: Improved output, more predictable service levels, and enhanced employee experience, without the need for micromanagement.

Process Analysis & Automation Insights

We deploy process mining solutions that create heatmaps of process activity, revealing repetitive tasks and automation opportunities. Combined with AI-driven workflow recommendations, these insights guide us in streamlining operations and reducing manual effort.

Client benefit: Operational efficiency improves, errors drop, and your team can focus on high-value work rather than repetitive tasks, boosting overall productivity.

Customer Experience & Operational Performance Platforms

Analytics, Sentiment Analysis and Speech to Text tools allow us to monitor service interactions, track compliance, and measure Coaching Quality across channels. By integrating AI-driven analytics, we provide actionable insights to enhance service delivery.

Client benefit: Higher quality customer interactions, faster issue resolution, and measurable improvement in KPIs, helping your business maintain a competitive edge in CX.

CX Horizon as Your Technology Partner

We don’t just implement tools- we recommend what makes sense for your business. Depending on your needs, CX Horizon can either deploy technology on your behalf or guide your internal teams on adoption, ensuring each investment drives measurable results. Our role is to lead transformation, combining people, process, and technology for maximum impact.

We’re headquartered in Bonifacio Global City, Metro Manila. We can provide locations and teams across the Philippines.

We work with your existing systems and CRM by either integrating our team directly into the tools you already use, or by implementing middleware or connectors where needed. Our approach is always tailored to your workflows: we map out which systems touch which processes, identify any gaps or manual handoffs, and then recommend the most efficient integration method- whether it’s API-based, via secure data transfers, or through automation platforms. The goal is seamless collaboration, minimal disruption, and accurate, real-time reporting, so your operations run as smoothly as if the team were in-house.

Yes, we have partners who specialize in providing office space to Outsourced operations, and have availability across the Philippines- both in metros and provinces.

As some clients prefer to have their teams work remotely, office space is an optional add-on that is passed through to you at cost.

Absolutely. Both BPO and EOR engagements are flexible. We can start with a few FTEs and scale rapidly as your business grows.

Client benefit: You avoid overcommitting resources and test the model, while keeping room to expand efficiently.

Onboarding typically takes 2–8 weeks depending on team size, complexity, notice periods, and tool integration requirements. We handle recruitment, training, and systems setup for a seamless launch.

Client benefit: Your team is productive faster, minimizing delays to your business

Yes. We have experience supporting teams across APAC, US, and Europe. Teams can be scheduled to align with your preferred working hours.

Client benefit: You maintain continuity of operations and service for customers in any region.

Yes. We can provide flexible staffing for seasonal work, specific projects, or interim needs.

Client benefit: You get resources exactly when and where you need them, without long-term overhead.

All staff work under secure, monitored environments with role-based access. We follow PCI compliance standards and enforce strict confidentiality agreements.

Client benefit: Your data is protected, and your brand risk is minimized.

Yes, we provide dashboards and reporting tools that allow you to view performance metrics in real time.

Client benefit: You stay informed and can make decisions based on accurate data.

We source candidates using AI-powered platforms against your Minimum Required Skills and conduct competency assessments, background checks, medical and drug tests and cultural fit evaluations.

Training is based on your material- delivered through a train-the_trainer initially under the BPO model, until we take it on fully.

Under EOR, you continue to own training on your business processes.

Client benefit: High-quality, ready-to-perform employees who match your standards

Yes. Under both EOR and BPO models, we encourage clients to interview shortlisted candidates.

Client benefit: Confidence in team fit and skill alignment.

We manage all compliance, including taxes, social security, statutory benefits, and labor regulations.

Client benefit: You are shielded from legal and administrative risk.

Contracts include clear terms on notice, fees, redundancy pay and handover processes to ensure a smooth transition.

Client benefit: Your business can pivot or scale without disruption.

No. We legally employ staff on your behalf, eliminating the need to set up a Philippine entity.

Client benefit: You access local talent without local corporate overhead.

Yes. We ensure every employee receives statutory benefits, insurance, and payroll compliance.

Client benefit: Employees are motivated and protected, reducing turnover and compliance risks.

BPO is typically a fixed fee per FTE or service package. EOR is a pass-through of salaries plus a transparent administrative fee.

Client benefit: Predictable, scalable costs aligned with your business needs.

No. All costs are transparent, and any additional services are clearly scoped and quoted.

Client benefit: Budgeting is simple and risk-free.

Yes. We do Lift & Shifts, managing handovers, knowledge transfer, and onboarding to ensure no service disruption.

Client benefit: Smooth migration without operational gaps.

Absolutely. We advise, implement, or manage AI and automation tools to streamline your operations.

We also have inhouse capability to develop RPA and Automation based on your specific use cases.

Client benefit: You gain competitive advantage with smarter, faster processes.