Our 4-Step Process
We make it easy to outsource to the Philippines. First we hire your employees, then we train them, then we identify the metrics, then we manage them. It only takes 2-3 weeks to build your team. Watch the video and read on to learn more about our 4-Step process for building your team.
-
1.1.
Planning
A 90 Day Success Plan is a document used to set goals and strategize our first three months working together. It is our roadmap to maximizing work output in the first 90 days.
Day 1-30: Training
In the first 30 days, we learn your processes and goals, and conduct technical training. A training assessment will then be performed on the agent's 3rd week of training. We aim to align goals and ensure a smooth transition from recruitment to operations.
Days 31-60: Dashboarding
After the first 30 days of training is complete, it’s time to start building your dashboard that automatically turns your team’s numbers into clear, actionable insights. We need to determine which performance metrics, or KPIs, matter most. These are the basic metrics you will want to keep an eye on.
Days 61-90: Management
In the last 30 days, it’s all about “Nesting”. In this period, your team is functioning well, and ready to be transitioned to normal operations. From this point, your Team Lead will provide on-going, day-to-day management.
-
2.2.
Recruitment
We handle all recruitment and sourcing functions for your team members. We've built a large applicant database over the last ten years that we can pull from.
How do we screen applicants?
We measure cognitive abilities, English skills, and personality characteristics as part of an extensive battery of tests. We also can administer technical, or job-specific tests you'd like the applicants to take. We'll present a short-list of candidates to you for final interviews.
Can I interview the Candidates?
Yes. We encourage our clients to do the final interviews with shortlisted Candidates. Usually the final interview is done using Zoom or Skype. Or, you can leave the selection to us, and we can decide. Recruitment usually takes 2-3 weeks.
What about pay and benefits?
We manage the pay and benefits of the staff and remit money to the following government agencies:
- Social Security System
- Philhealth Insurance
- Pag-Ibig Fund
- Bureau of Internal Revenue (BIR)
-
3.3.
Training
We work with you to get your staff onboarded and fully trained as quickly as possible. From the very first day your team will hit the ground running.
How do we train our people?
Training is often done over Zoom or Skype video. We encourage the "Train the Trainer Model" for the purposes of training trainers and instructors. They learn the best possible ways to deliver training materials to other team members.
How long does it take to train?
Training time depends on the scope and complexity of work, and if the client already has developed training materials. Most of our clients can train their staff in as little as 3-4 weeks, if not sooner.
Can we train face to face?
Yes. Your employees are welcome to visit the Philippines to train their staff in person. In other cases we have sent key team members to the client's site for in-person training.
-
4.4.
Management
Let us manage performance of your team to make sure your business processes get done in a predictable and professional manner.
Who is my main point of contact?
The client will enjoy a dedicated Client Success Manager who will serve as the main point of contact for any issues that may arise, throughout the life of our partnership. Your Success Manager will also conduct a 90-Day Success Planning session with you, which is scheduled soon after the Services Agreement is signed.
What if I need to replace someone?
In the rare case a team member is not performing and hitting their KPIs, they will be quickly re-trained or replaced as soon as possible. At all times the client is in complete control.
Can I manage my people myself?
Yes. Some clients just need us to recruit the team, and put them in our awesome offices, and that's it. They want to manage the day-to-day output of their team entirely themselves, and that's fine.
