Frequently Asked Questions

We can have your team live within 5 days of assessment completion. We'll confirm the launch schedule and the access, materials and training needed during the assessment.

We start by understanding your goals, workflows, tools and service expectations. From there, we agree on staffing, training and launch requirements so your team has a clear plan before service begins.

We'll need a clear description of the work, your coverage hours, expected workload and the tools your agents will use. Any existing guides, scripts or training materials will also help us prepare.

You can start with a small team and expand as your needs grow. If you're looking for one agent or part-time coverage, share the role and hours you need so we can confirm the available options.

We require a minimum commitment of one month, with flexible renewal after that. Rates are fixed for the agreed contract period. Pricing for a renewal or new contract may change based on staffing requirements and market demand, and any changes will be communicated before you renew.

We provide three days of training at no additional charge. If your requirements call for additional training, book a discovery call so we can discuss the scope, schedule and any applicable fees.

Yes—we offer coverage across all time zones, including nights, weekends and holidays. We can arrange 24/7 support based on your business needs.

Yes—we provide phone, chat and email support. We can cover a single channel or a combination, depending on your business needs.

Yes—our agents can work within your existing tools and workflows. Our experience includes Zendesk, Jira, Looker and other platforms. Share the systems you use, and we'll confirm any access and training requirements during onboarding.

Yes—your full-time agents are dedicated to your account during their scheduled working hours. For part-time support, we can assign agents from other accounts who are available outside their existing shifts. During your agreed hours, their time and attention are dedicated to your business.

Most of our agents work from our office, while some work remotely. Our office is equipped with a generator and backup internet connections to help maintain operations during power or connectivity outages. We can explain the specific work setup and backup arrangements for your assigned team.

We provide a managed service. Beyond selecting agents, we manage staffing, coaching and day-to-day performance against the goals and expectations we agree with you.

Yes—you're welcome to interview shortlisted candidates. We recommend letting us select the best fit for your needs based on our in-person assessments. Our partnership works best when you set the goals and expectations, and trust us to manage staffing, coaching and day-to-day performance.

You provide the business direction, priorities and feedback. We manage staffing, coaching and day-to-day performance, with your involvement when business decisions or approvals are needed.

We provide a monthly business review and communicate regularly about performance, concerns and support needed from your team. We'll agree on the reporting details during onboarding.

We proactively monitor performance through daily and weekly coaching. If a team member falls short of agreed performance standards, we initiate and complete their replacement within 7 business days at no additional cost; no request needed.

As a managed service, we plan backup staffing to cover absences. If an agent leaves, we manage the replacement and transition and keep you informed of the coverage plan.

Yes—we can put an NDA in place before you share confidential business information. We can provide our standard NDA or arrange for our team to review yours.

We can review your data-handling and access requirements before onboarding and explain the safeguards available for your proposed setup. Book a discovery call so we can discuss your security requirements in detail before access is granted.

Yes—you can define the permissions agents receive in your systems. We'll work with you to identify the access needed for their assigned tasks.

Our office is in Guimba, Nueva Ecija, Philippines, about an hour from Clark. If you'd like to learn more about our facility and your team's work setup, book a discovery call or schedule an office visit with us.

Yes—we can support businesses across different time zones. Share your location, language requirements and coverage hours so we can discuss the right arrangement.