Frequently Asked Questions
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What is a Service Level Agreement (SLA)?
An SLA is a specific target that you want your outsourced team(s) to reach underneath each KPI. They depend on several variables, based on your business needs and goals. For example, first response time (FRT) and average handle time (AHT) are very common customer support KPIs. The SLA for these could be “a maximum of 30 minutes FRT for emails”, or “an AHT of 5 minutes”. The SLA is a promise of quality – not just from us to you, but also to your customers. Currently, we have a 4.52 cSAT score, and a 8.23 NPS!
Customer Inquiries
Why did you choose to locate most of your Ninjas in the Philippines?
We chose the Philippines for a number of reasons:
- The inherently friendly nature of Filipinos make them some of the best candidates for front-office outsourcing (customer support is our biggest service).
- The Philippines is one of the largest countries in the world where English is an official language. Most of our clients’ customers are American English speakers.
- The Philippines is heavily influenced by American culture, so they understand the nuances, idioms and particularities of American English.
- The outsourcing sector is huge in the Philippines. Many Filipinos have had similar jobs in the past, making experienced candidates readily accessible.
- Having Ninjas in the Philippines gives our clients the very desirable and profitable option of offshore outsourcing.
Location
What materials are needed for training?
We start with a basic knowledge base, brand guidelines including voice and tone as well as any other existing materials. We will customize a training approach depending on the platforms in which you need support and based on the specific needs and guidelines for those particular channels to craft a trusted voice that feels authentic to your brand.
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How is quality assessed and assured?
We offer a highly trained QA team to support your team. QA pulls tickets for each agent on a weekly basis and holds ongoing coaching meetings during the lifetime of your account. We recommend having at least one dedicated QA specialist to work in conjunction with our in-house QA team to provide optimal results. Your Client Success Manager will monitor your account to ensure that all critical benchmarks are being met and that you are completely satisfied.
Quality Control
What phone system or VOIP providers do you use for customer support calls?
We tend to use RingCentral and Vonage, but we can use the VOIP system of your choice as well. If you don’t have a VOIP system in place, we are happy to make recommendations based on your needs.
Technology & Reporting
What are your operating hours for professional services?
All of our services are available whenever and however you need them, even 24/7/365! Regardless of when your internal teams are doing their work, our Ninjas will be besides them, streamlining processes as needed. Thanks to the global nature of our business, we’re also masters of asynchronous communication.
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How are Ninjas recruited?
Recruitment
Prior to recruiting your ninjas, we send you several onboarding documents to ensure everyone is aligned about the types of talent you’re looking for. Once candidates pass our informal round of screening based on background, qualities, skills, etc. we take selected candidates through a variety of written and verbal tests to ensure only the highest quality candidates are being selected. From there, we bring agents in for another interview to make sure they’re a fit all around.
Quality Over Quantity
When hiring a customer support team we don’t believe in a one size fits all approach, so we recruit specifically for the job at hand for each and every client we bring into the Ninja family.
Timeline
The recruitment process can take 2-4 weeks to source your team. After we find the perfect Ninjas, they go through 2-4 weeks of training. By the end of their training, they are handling live tickets under the guidance of one of our incredible trainers. Training is ongoing, so our Ninjas are always learning and improving every day.
Service Setup & Training
What happens if there is a significant change or update to my product and the team needs to be retrained?
Our Ninjas will adapt to any product changes as needed. You simply need to let us know what’s going to change in advance so that your outsourced team can be upskilled and ready to support your customers through the update.
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