Your offshore support team
Built properly
from day one.
Orvella Talent Partners helps UK startups and fast growing brands build offshore customer support teams that are structured, governed, and brand aligned. Founded by someone with 10+ years in financial crime, where weak processes create real, measurable consequences.
Philippines talent
Governance first model
10 years in financial crime
Structured before staffed
GOVERNANCE FRAMEWORK
01
02
03
04
Quality Standards Written
Defined before any team goes live
Escalation Paths Owned
Clear ownership at every handover point
EOR Compliance Handled
Full employer of record, Philippines
Brand Voice Protected
Your customer never knows it's offshore
The setup is almost
always the problem.
Not the people.
Most offshore customer support setups fail for the same reason. Not the talent. Not the time zone. Not the location.
The setup. Missing quality standards. No escalation path. Nobody who defined what good looks like before the team went live.
Orvella Talent Partners was built to fix that by a founder who has seen what happens when governance is missing, from the inside.
From first call to
live team.
Every engagement follows the same structured process. Timelines vary depending on your package, the complexity of your operation, and how quickly we move through discovery and setup together.
Exact timelines are agreed during the discovery call based on your specific requirements.
Everything built in.
Nothing bolted on.
Every engagement is built on the same governance foundation regardless of team size or sector.
01
Governance framework before go live
Quality standards, escalation paths and ownership maps written before your team is placed. Not after problems appear.
02
Philippines EOR fully handled
Employment, payroll, tax and compliance managed end to end via our Employer of Record. You take on no legal risk.
03
Brand voice alignment
Your agents are trained to your tone and standards. Your customer never feels the difference between in-house and offshore.
04
UK led oversight
One point of contact who understands your business and takes full responsibility for delivery and quality.
05
GDPR aligned processes
Data handling, access controls and compliance built into your setup from day one not retrofitted.
06
10 years of governance expertise
Built into how every engagement runs. Not listed as a credential and forgotten, applied to your specific setup.
How We Support Your Customers
-
Real time customer conversations handled by trained agents with defined response time targets, tone guidelines, and first contact resolution as the primary measure of success.
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Structured email handling with clear SLAs, templated escalation paths, and consistent brand voice across every response. No unanswered queries, no inconsistent answers, agents are trained to your product, your tone, and your customer expectations before they go live.
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Customer support through WhatsApp managed with the same governance standards as every other channel. Defined response windows, escalation protocols, and quality checks.
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For complex or sensitive interactions, our agents deliver professional, empathetic voice support. Every call reflects your brand values and builds customer trust.
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Community management and customer query handling across Instagram, Facebook, and X. Governed by a clear response framework so your brand voice stays consistent whether a customer DMs you or comments publicly. Includes escalation paths for complaints before they become reputation issues.
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First line technical query handling for customers experiencing product or platform issues. Agents trained on your specific product, with defined escalation points to your internal team for anything beyond scope. Clean handover process so nothing falls through the gap.
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Order queries, returns, delivery issues, and subscription management handled by agents trained specifically on your platform and processes. Clear SLAs for response and resolution, with quality checks built in so customer experience stays consistent even at high ticket volumes.
Built for where you are
and where you are going.
Both plans include full agent onboarding, brand training, SLA monitoring, and governance structure from day one. Every engagement includes our 30 day agent replacement guarantee.
For businesses that need governed digital channel support built properly from the start. Email, live chat and WhatsApp handled by a dedicated, brand trained agent.
For businesses that need full channel support including phone, outbound, and social media. Built for higher complexity operations that need a more embedded, governed support function.
Not sure which plan is right for you?
| What is included | Essentials CX 3 month fixed |
Full CX 6 month fixed |
|---|---|---|
| Email support | ✓ | ✓ |
| Live chat support | ✓ | ✓ |
| WhatsApp messaging | ✓ | ✓ |
| Governance framework built before go live | ✓ | ✓ |
| Brand voice and tone training | ✓ | ✓ |
| SLA monitoring and monthly quality review | ✓ | ✓ |
| Dedicated account management | ✓ | ✓ |
| EOR employment fully handled | ✓ | ✓ |
| 30 day agent replacement guarantee | ✓ | ✓ |
| Phone support inbound | × | ✓ |
| Outbound calling | × | ✓ |
| Social media DM management | × | ✓ |
| Technical first line support | × | ✓ |
Pricing is tailored to your business size, channel requirements, and agent level.
Book a discovery call and we will walk you through the full detail.
Get in touchThe questions
founders actually ask.
If you have a question that isn't here, ask us directly. We will always give you an honest answer even if offshore isn't the right move for you yet.
How quickly can I have a team operational?
Most clients are live within four to six weeks. The timeline depends on role complexity, system access, and how quickly training materials are available. We prioritise doing it properly over doing it fast, the result is a team that is operational and dependable, not just switched on.
What does it cost?
Pricing is tailored to your agent skill level, volume and support type. All engagements are fully inclusive of employment, payroll and EOR compliance via our Philippines Employer of Record. Get in touch for a clear, honest number, we will always give you a figure before any commitment is required.
How do you ensure quality doesn't drop when we go offshore?
By building the governance framework before the team goes live. Written quality standards, defined escalation paths, clear ownership at every handover point. Quality doesn't drop because the structure that protects it is built first, not added reactively.
Can I scale the team up or down?
Yes. Scaling is built into our model. You can adjust agent numbers, coverage hours or services as your needs evolve. We will always be upfront about timelines, costs and any operational impact before changes go live, no surprises, no hidden commitments.
Built by someone who knows what good looks like.
Orvella Talent Partners was founded by Anisha who spent 10 years working in financial crime, across regulated operations and law enforcement.
When you work in environments where unclear ownership and weak processes create real, measurable consequences, you learn what governance actually means.
Not as a concept. As a practice.
That’s the foundation Orvella Talent is built on and it’s applied to every client we work with.
If you are thinking about offshore support this year,
let's talk.
The first question is not how much it costs. It is what happens when something complex comes in and the UK team is not there. We can help you answer that.
No commitment required. We will give you honest guidance even if offshore is not the right move for you yet.
What happens when you get in touch.
We will respond within one working day. The first conversation is a short call, no pitch, no pressure. Just an honest conversation about whether offshore support makes sense for where you are right now.
If it does not make sense yet, we will tell you that too.