Governed Offshore Customer Support for UK Startups & SMEs

Orvella Talent Partners helps UK startups and established businesses deliver customer support offshore without compromising quality, compliance, or brand voice.

We support teams that are:

  • Scaling customer support

  • Managing seasonal surges

  • Clearing backlogs or remediation work

  • Needing short term or ongoing CX coverage

We specialise in governed offshore delivery, combining:

  • Brand aligned onboarding

  • Clear ownership and SLAs

  • GDPR conscious processes

  • UK led oversight

The result? Offshore customer support that feels internal, not outsourced.

See how it works
Get in touch

WHY OFFSHORE SUPPORT FEELS RISKY

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Hiring Friction

UK hiring is slow, expensive and hard to scale.

Regulatory Exposure

GDPR, IR35, and data risk make offshore feel unsafe.

Quality

Offshore teams can damage CX and brand trust.

These are the risks Orvella Talent Partners is built to remove.

Why are businesses moving offshore?

Up to 60% cost saving compared to inhouse teams

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£19 billion projected UK outsourcing market by 2033

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24/7 coverage

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80% of businesses outsource to boost performance, not just cut costs

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“Outsourcing isn’t about cutting costs. It’s about building confidence.”

~ Founder, Orvella Talent Partners

Orvella Talent Partners prioritises trust, transparency, and tailored delivery.

Every agent we deploy is trained in your brand tone and your culture so your customers never feel the difference.

What you get

  • Rapid agent onboarding

  • Project, remediation, or permanent teams

  • Governed Philippines EOR

  • GDPR aligned processes

  • Transparent pricing

  • Dedicated account manager

How it works

UK Oversight

Philippines EOR

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Agents

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Reporting & QA

Our Process

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    Step 1: Discovery & Consultation

    It starts with a short call to understand your goals, pain points, and operational setup whether you’re tackling backlogs, scaling customer service, or adding project support.

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    Step 2: Offshore Readiness Assessment

    You’ll complete our Offshore Readiness Quiz, designed to evaluate:

    - Which processes can be offshored right now

    - Where workflow or compliance updates may be needed

    - How to streamline operations for smooth offshore integration

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    Step 3: Proposal & Planning

    Based on the assessment, we deliver a clear, tailored proposal outlining your ideal offshore structure, pricing, and timeline.

    No guesswork, no hidden costs.

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    Step 4: Agent Sourcing & Brand Alignment

    We source high quality candidates through our Philippine partner network, carefully selected to match your skill requirements, SOPs, and brand tone.

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    Step 5: Onboarding & Go Live

    Once approved, your offshore team is onboarded under our fully compliant Employer of Record (EOR) model ensuring legal protection and operational readiness from day one.

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    Step 6: Ongoing Support & Optimisation

    Your dedicated account manager provides ongoing support and helps you scale or adapt as your needs evolve.

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Why the Philippines

The Philippines is widely regarded as a global leader in customer support, with a strong reputation for empathy, professionalism, and English fluency.

What matters most, however, is how that talent is hired, trained, and governed.

At Orvella Talent Partners, Philippine based teams operate within a UK led delivery and compliance framework, ensuring cultural alignment, brand consistency, and service quality that meets UK customer and regulatory expectations.

As per PITON Global, Filipino customer support professionals are “exceptionally equipped to manage UK customers” due to cultural compatibility and a strong service ethos.

Our Services

  • Real time messaging with a focus on first contact resolution.

  • Expert handling of enquiries, refunds, and escalations, with SLA driven response times that protect your brand voice and service standards.

  • For complex or sensitive interactions, our agents deliver professional, empathetic voice support. Every call reflects your brand values and builds customer trust.

  • Tier 1 - 2 troubleshooting and onboarding support that simplifies technical challenges and builds customer confidence.

  • Manage orders, returns, complaints and marketplace interactions seamlessly, combining accuracy, speed, and empathy to deliver a smooth, stress free customer experience.

Get in touch

Our Plans

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    Lite CX Plan

    3 Month Fixed Term

    Description:
    Designed for startups and growing businesses looking to test offshore support with minimal commitment, the Lite Plan runs on a fixed 3 month term. It reflects the setup and training intensity required to deliver exceptional service from day one. You get full onboarding, brand tone alignment, and compliance assurance, all without a long term lock in.

    Ideal for:
    Startups exploring offshore support, seasonal or peak workload management, and businesses wanting to pilot outsourcing before scaling.

    What’s included:

    Complete agent onboarding & training tailored to your brand

    Rapid team setup and deployment

    SLA adherence and monitoring

    Flexible 3 month term, no long term commitment required

    Ready to test the waters with offshore support? Launch your pilot today and experience how strategic outsourcing can elevate your customer experience.

    From £1,395/month



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    Core CX Plan

    6 Month Minimum, Rolling Monthly Thereafter

    Description:
    Designed for growth driven companies, the Core CX Plan starts with a 6 month minimum commitment and transitions to a flexible rolling monthly term. This plan ensures stability with ongoing monitoring and scalability across multiple channels, empowering your team to deliver consistent, high quality support.

    Ideal for:
    Businesses ready to embed offshore support teams that can scale with their evolving needs, while maintaining consistent service quality and brand alignment.

    What’s included:

    Dedicated agents

    Comprehensive onboarding

    Ongoing performance management

    SLA and brand integration for a consistent customer experience

    Flexibility to scale your team up or down

    6 month minimum commitment, then rolling monthly

    Ready to build a scalable, reliable offshore support team? Get started with the Core CX Plan and unlock ongoing growth and performance.

    From £1,295/month

Get in touch
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About Us

A Compliance First Approach to Offshore Customer Support

Orvella Talent Partners is a UK led offshore delivery partner specialising in customer support for startups and SMEs.

We help businesses scale support teams, run remediation projects, and clear operational backlogs without compromising compliance, quality, or customer experience.

Unlike traditional outsourcing providers, we build governance into delivery from day one, from GDPR aligned processes to UK oversight and transparent reporting. Our offshore teams in the Philippines are trained to work in your tone, follow your standards, and operate as a true extension of your organisation.

Our Mission

We help UK businesses build reliable, compliant offshore customer support teams that protect your brand, deliver exceptional experiences, and give you confidence from day one.

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Our Approach

We combine UK led governance, deep expertise in Philippine offshore delivery, and a compliance first operating model to give you peace of mind.

From pilot teams to fully scaled operations, we handle every step hiring, tone of voice training, and day to day oversight so your offshore support runs predictably, transparently, and to your standards.

You stay focused on growth and your customers. We take responsibility for delivery and quality.

How We Operate

At Orvella Talent, our principles are designed to protect your customers, your brand, and your business.

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Compliance before scale

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We never prioritise speed or cost at the expense of governance, data protection, or regulatory alignment.

Transparency over promises

Clear pricing, defined SLAs, and no hidden dependencies.

Client first delivery

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Teams are trained in your tone, values, and customer standards not generic scripts.

Ownership & accountability

Every engagement has clear ownership, escalation routes, and UK based oversight.

Our Values

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Compliance First. Always.
If it’s not compliant, it’s not worth doing. We build offshore teams the right way legally, securely, and transparently.

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Founder Focused Flexibility
We meet founders where they are. From early trials to established operations, our model flexes as your business evolves not the other way around.

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On Brand Delivery
Offshore shouldn’t feel outsourced. Agents are trained on your brand voice and values for seamless customer experiences.

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CX is Reputation
Customer support is the experience. We obsess over empathy, speed, and accuracy because every interaction shapes how your brand is remembered.

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We Own the Work
If something isn’t working, we don’t hide behind process or contracts. We raise it early, fix it fast, and take responsibility for delivery.

 Frequently Asked Questions

  • Most clients can have their first agent live within 2-4 weeks.

    The timeline depends on role complexity, system access, and how quickly training materials and approvals are provided.

    We prioritise doing it properly over doing it rushed, that means recruitment, brand and tone training, and compliant setup from day one. The result is a team that’s operational and dependable, not just '‘online’.

  • We offer two offshore customer support plans, designed to balance flexibility, compliance, and delivery confidence.

    Lite CX - 3 Month Fixed Term

    Lite CX is designed for short term support or businesses trialling offshore delivery for the first time.

    It’s commonly used to cover temporary capacity gaps, seasonal demand, or to safely test an offshore hire without long term commitment.

    Pricing from £1,395

    Core CX - 6 Month Minimum, Rolling Monthly

    Core CX is built for ongoing customer support and embedded offshore teams.

    This plan supports deeper onboarding, stronger delivery continuity, and more cost efficient pricing in return for a longer term commitment.

    Pricing from £1,295

    Pricing varies by agent skill level (Essential, Skilled, or Specialist).
    All plans are billed monthly in GBP and are fully inclusive of employment, payroll, and compliance via our Philippine Employer of Record.

  • Yes. Scaling is built into our model.

    You can increase or reduce agent numbers, adjust coverage hours, or add services such as Quality Assurance, extended support hours, or specialist roles as your needs evolve.

    For Core CX clients, scaling is typically handled through a simple written change agreement, allowing us to onboard additional agents or expand scope without disrupting delivery.

    For Lite CX engagements, changes are possible within the agreed term, subject to availability and type of change.

    We’ll always be upfront about timelines, costs, and any operational impact before changes go live - no surprises, no hidden commitments.

  • You retain full control over your technology, data, and workflows.

    You decide which systems, tools, and access levels agents use. Agents work only within client approved environments, using your platforms, processes, and escalation paths.

  • We partner with reputable EORs. All contracts, payroll, and taxes are fully managed and GDPR aligned.

Get in touch.

Have a question, or want to tell us about your business and what you’re trying to solve.

We’ll give you honest guidance, even if offshore support isn’t the right move.