Frequently asked questions

How do I get to select my own rep?

We will present two or three candidates for each position you are looking to fill. We ask our clients to provide a detailed job description so our HR team will then screen for candidates who best fit the job description. You will then be able to interview the applicants, and choose the rep(s) that you prefer.

Can I set the hours and days?

Yes, you choose the schedule of your rep(s), our center is open and manned 365 days a year, 24/7.

What is the time difference between the US and the Philippines?

The Philippines is 12 hours ahead of EST. So if it is 9am in New York its 9pm in Manila,
Philippines.

What are the payment terms?

Our service is pre-paid. Payment is due immediately on the start date of your rep by ACH Authorization (direct debit) or Major
Credit Cards.

What about refunds?

However rare, if you want to cancel anytime during your first month, we will refund the pro- rated portion within 15 days.

Is there a contract?

No, our service is offered on a month-to-month basis. If you need to cancel, we do ask for at least 15 days notice if you have been with us less than six months and a full 30 days notice, if you have been with us longer than six months.

Can you provide references?

Absolutely! We have many satisfied clients who would be more than happy to share their experiences with you.

How do I know my rep is actually working?

Your dedicated representatives are supervised by our management team in our facilities here in the Philippines. We provide full oversight and ensure that your rep is here during the hours you select. You also have full free access to your representatives' PC through www.LogMeIn.com. This will allow you to view and get full access of your representatives' PC. We can also indicate/mention the Panel, for queue management.

What if my rep gets sick?

Since your rep is like your own employee, this is a risk. We cannot manage people's health and prevent illnesses and other unfortunate events. You would deal with this much in the same fashion as you would if it were your very own employee working right in your office. You may require make-up days for your rep and/or extended work hours until the absence is made up.- We can introduce the Temp Rep Program-Under the “Temp Rep”program, we will assign two (2) SupportSave Dedicated Representatives to you who are currently working for other accounts. These Temp Reps shall be pre-selected based on their schedule (in terms of making sure your rep’s work schedule won’t interfere with the Temp Rep’s schedule for their main Client) and how their previous and current work experience matches your Dedicated Representative’s current work responsibilities. These two Temp Reps will automatically work for you for four (4) successive work hours each (total of 8 work hours) to cover for your Dedicated Representative when they are absent.-

Can I change reps if I’m not happy with their performance?

Yes, you are not limited or stuck with the rep that you have. If the situation is not working out for you, please let us know and we will immediately find someone else for you.

Can you hire someone with a specific set of skills?

Yes, doctors, engineers, and other specialty professions may be hired for your specific needs. But this requires a slightly longer time for hiring and will require higher salary for the rep. It follows that our service rate would be slightly higher. Call or email us for a quote.

How long does it take to get started?

It typically takes 7-14 business days depending on your requirements. It can be done sooner if we have someone in our candidate pool who is a good match.

Can I offer Incentives or Bonuses to my rep?

Yes. The best way to increase morale, motivate and increase productivity of any employee anywhere is to give a little something to strive for. So, while we do not obligate clients to provide this additional compensation. Based on our experience it more than pays for itself. Any extra incentive compensation will be a 100% pass-through directly to your representative. However it should be channeled per the process.

Can you let me know exactly what you feel really sets apart your company other companies, and why I would be better off to go with Outsourced Employee than any other provider?

It’s not just about being the lowest priced provider – although we often are - but we have a professional management team that has managed operations for companies like Dell, Convergys, American Express, Apple, JP Morgan and others. They’ve worked on hundreds of projects for some of the most innovative companies in the world. We have solid infrastructure, a 100kva backup generator, redundant firewall and switching capacity, redundant voice and data connections with load balancing and failover, things that smaller providers either don’t have or just say they have. We are in Cebu, which was recently rated the number one city in Asia for outsourcing. And most importantly, we are part of a US publicly traded company with fully audited financials, so you know we’re financially sound. Give us a call to find out more!