Frequently Asked Questions

Common Questions About CallOffshore's Outsourced Solutions

ABOUT US

• Why are your personnel located offshore?
• Your prices are so low! Does this mean I will be supporting a sweatshop?
• What kind of infrastructure do you have?
• What is your customer center for?

OUTSOURCED PHONE SUPPORT AGENTS

• Do I have to use the BYO Phone Provider option?
• Will my clients know that I have outsourced my call services?
• How do I know that my business and customer details will be safe?
• What is the time-frame involved for start-up?
• I host some adult websites. Can you help me?
• Will the assigned agent work exclusively for me?
• Can I have a phone number outside my country?
• Can I keep my own current phone number?
• Will you make outbound calls for me?

BILLING AND PAYMENTS

• What payment methods do you accept?
• Can I pay you via check?
• What credit cards do you accept?
• Do you offer a free trial?

ABOUT US

Why are your personnel located offshore?

Our personnel are located in the Philippines. There are many factors that make the Philippines the perfect location for establishing outsourcing operations. For example, the Philippines is renowned for its high-quality English-speaking workforce.

Due to the current economic situation, staff in the Philippines can also be employed for a fraction of the cost of a similarly skilled technician in the US. This allows us to pay our personnel good wages, while still maintaining the quality of the people we hire. Those benefits are passed on to you through our low-priced service.

Your prices are so low! Does this mean I will be supporting a sweatshop?

Absolutely not. CallOffshore is a progressive company and we are dedicated to providing excellent remuneration, modern office conditions and team satisfaction for all of our personnel. Our low prices are due to the relative economics of the Philippines compared to countries like the US/UK, and all of our team members receive good wages in the context of their local economy.

What kind of infrastructure do you have?

We operate from first-class facilities in the Philippines. All our facilities have state-of-the-art infrastructure with full backup power, uninterruptable power supply, multiple high-speed ISP connections and structured networks.

What is your customer center for?

Our comprehensive customer center plays several roles including gathering information about your requirements to ensure that our staff are properly equipped with the information they need to provide quality service. Our customer center also provides you with 24-hour control over all aspects of your account, and includes other value-added tools.

OUTSOURCED PHONE SUPPORT

Do I have to use the BYO Phone Provider option?

No. The BYO Option is offered as an option on our Phone Support Agent plan. Click here for a full explanation of the BYO Phone Provider option and who it is suited for.

Will my clients know that I have outsourced my call services?

We make every effort to ensure that the transfer of your call services to CallOffshore is completely transparent. We will respond to your customers' queries just as you would, and give no indication that our responses are coming from anywhere but your own in-house team. After all, we are your very own support team!

How do I know that my business and customer details will be safe?

Customer confidentiality is our business. As part of the sign-up process CallOffshore enters into a legally binding agreement with you which includes relevant non-disclosure clauses. We take all security and privacy issues extremely seriously and stringently insist on the utmost professionalism from our staff at all times. Within CallOffshore information about you and your service is only provided to staff on a need-to-know basis. In addition to this, the questionnaires you complete in "The Hub" (our customer control panel) allow you to outline any issues you consider to be confidential.

What is the time-frame involved for start-up?

Once you have supplied us with your details via our questionnaires in The Hub we generally require two days of "lead time" to organize your support prior to starting full customer support operations. This is to ensure the smoothest possible transition of your support services. It you have complex requirements we may require a longer "lead time" to ensure your assigned staff member is fully trained to handle all your needs.

I host some adult websites. Can you help me?

Unfortunately we are unable to provide call center services relating to adult content.

Will the assigned agent work exclusively for me?

Yes. Your assigned agent will work solely on your account to ensure the highest quality of service to you and your customers.

Can I have a phone number outside my country?

We can provide a phone number for your customers to use to contact us in any of the following countries:

• Australia
• United States
• United Kingdom
• Canada

You can also use our BYO Phone Provider option to add phone numbers in virtually any country (depending on availability of suitable phone service providers in that country).

Can I keep my own current phone number?

Usually this can be done. We will provide you with a phone number for your customers to use to contact your assigned agent. If you do not want to use the number we provide, then if your phone company allows it, you can redirect your incoming calls from your existing phone number through to the number we provide. Your phone company is likely to charge you for each redirected call, and you would need to pay the applicable charges directly to them.

Will you make outbound calls for me?

Outbound calls are generally not included but if you have specific requirements for outbound call services then please contact us to discuss options.

BILLING AND PAYMENTS

What payment methods do you accept?

We accept payments through PayPal (check, credit card or PayPal balance). PayPal provide quick and easy payment facilities so if you are not already a member that is not a problem - it will still only take you a few minutes to place your order.

Can I pay you via check?

Our payments are processed by PayPal. Check payments can be made via PayPal.

What credit cards do you accept?

We accept MasterCard, Visa, Discover and American Express through PayPal.

Do you offer a free trial?

We do not offer free trials however we do provide a 14-day money-back guarantee under which, if you are not satisfied with our service for any reason then all you need to do is cancel within 14 days of placing your order and we will refund any unused portion of your fees in full.

FIND OUT MORE

• Order your own Full-time Phone Support Agent
• Contact our friendly customer service staff
• See how the outsourcing process works
• Learn about the benefits of outsourcing
• Read why you should choose CallOffshore
• Return to the top