FAQ



How much do Select VoiceCom’s services cost?

Select VoiceCom’s services cost less than what you may expect for top-quality business support. Our all-inclusive hourly prices start around $7.90 USD per hour and go up to about $12.00 USD per hour. The exact cost depends on factors such as the number of agents, the nature of the service we provide, and the technical skill requirement for each agent. Select VoiceCom’s all-inclusive price covers all labor, equipment, overhead, and faxing charges. We have no start-up fee or other hidden fees.


Do you accept campaigns on a performance basis fee structure?

We will consider accepting outbound telemarketing and inbound sales and up-selling campaigns on a base hourly pay plus performance basis. Pure performance pay will only be considered for campaigns with a verified track record or after a trial period with a base hourly payment component.


Do Select VoiceCom’s agents have an accent?

Select VoiceCom agents are carefully screened for superior verbal and written communication skills, and have very little or no accent. We selected the Philippines as our outsourcing center because it is the third-largest English-speaking nation in the world. Schools and universities are taught in English with American pronunciation and usage. In addition, all Select VoiceCom agents have completed call center training courses that include additional instruction on how to neutralize and smooth over any accent.


Can I hear how the agents speak?

Yes, we have sample voices that you can listen to on our Web site. We can also schedule a time for you to speak directly with some of our agents before you commit to work with us. In addition, you will be able to interview each of the agents assigned to you before they begin work to ensure your 100% satisfaction.


Why is the Philippines a good locale for an outsourced call center and business support center?

The Philippines has emerged as the top offshoring destination for Australian firms according the Australian Contact Centre Outsourcing Market Study 2011. The Philippines has become a prized offshoring destination due to its competitive labor costs, good customer service, and high English literacy rate among college graduates. The Philippines is the third-largest English-speaking country in the world, has an excellent educational system, and produces more than 400,000 college graduates each year. Filipinos have a well-deserved reputation as hard workers and excellent employees with a positive attitude toward relationship building and customer focus. Many major companies such as Microsoft, Dell, Sprint, Vonage, Verizon, T-Mobile, Time Warner, and AOL have outsourced some of their customer support services to the Philippines.


What is the quality of Select VoiceCom’s telephone lines?

Select VoiceCom’s state-of-the-art VoIP telephone system has excellent sound quality and transmits at less than 200 ms so there is no noticeable delay. It sounds as good as traditional IPLC lines. You can arrange for a demonstration before you commit to work with us.


Will my customers know that calls are coming from or going to the Philippines?

Your customers, clients, and prospects should not be able to tell that the agents they are talking with are based in the Philippines. Your agents can be assigned area codes and telephone caller ID from any area that you choose. Our telephone lines transmit excellent quality — as if the call was placed from next door. And our agents have little to no accent. Every aspect of Select VoiceCom has been designed to meet the highest standards for Australian and American businesses but at much less cost.


Will the agents working for me also be working for other clients at the same time?

No, each agent is assigned to work exclusively for one client at a time. Our goal is for you to view our agents as a dedicated extension of your office staff.


How does Select VoiceCom ensure that it hires only the best-quality employees?

In the Philippines, call center jobs are highly sought after positions because they provide stable, high paying income relative to the other jobs available in the country. Our on-site Human Resource hiring managers have years of experience and an extensive candidate sourcing network within the Philippines. We are able to select the best candidates from many of the big call centers by offering employees an appealing work environment, the opportunity for professional growth, and a better pay scale.


Since Select VoiceCom is located in the Philippines, what form of payment do you accept?

We accept payment by wire transfer to our bank account.


Can I hear how my dedicated agents sound on the live calls?

Select VoiceCom gives you the option to listen to live or recorded calls. We can record each call and provide access to a Web site that allows you to download and listen to the recordings. In addition, our telephone system also allows you listen in on live calls.


What types of reports does Select VoiceCom provide?

Select VoiceCom’s Web-based software allows our clients to view metrics on every detail of your queues, such as: abandoned calls, completed calls, hold time, average call length, and agent productivity. You can also view graphs of call volume and call completion by day, weekday, or even hourly averages. We can also customize our reports based on the specific information you need.


Is there a set-up fee involved?

At Select VoiceCom, there is never a set-up fee or any hidden charges.


Can Select VoiceCom provide me with references?

Upon request, Select VoiceCom can provide references from existing clients.


Can I make adjustments to my program based on performance or market factors?

Yes, we can ramp up the number of agents working on your campaign after an initial trial period, or scale back if inbound call volume is lower than expected. We can also work with you to revise scripts or answering protocol, if necessary, to provide better service.


Do I get to interview my agent(s) before I make a decision?

Yes. After we determine the skill set that best suits your needs, we will select candidates for you to interview. You can choose the agent or agents who meet your needs and with whom you are most comfortable.


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

Yes. Although this is a rare occurrence, if you feel that the agent you selected is not working out well for you, please let us know and we will select other agents for you to interview to replace your existing agent.


Can I set the working hours my agent works?

Yes, you choose the hours that suit you and your business. All agents work on a full-time basis 5 days per week.


Do you require a long-term contract?

No, our service is offered on a month-to-month basis and can be terminated with 10 days’ notice after the first month. For clients with 5 or more agents, we require 30 days’ notice.


Who is managing my agent onsite?

Your agent is managed in-house by an Australian and American management team. We have an online time clock system that allows you to verify that your agents have “punched in” at www.OnTheClock.com.


Can you hire someone with a specific skill set?

Yes, we can hire doctors, nurses, lawyers, computer programmers, and other specialty professions. This requires a longer lead time for hiring and a higher salary for the agent, thus a higher monthly rate. Please feel free to call or email for a quote.


How many days does it take to get started with a new campaign?

This depends on the size and complexity of the campaigns. For client’s that want to interview their team before getting started we generally can arrange for agent interviews within a few days and start training shortly after the interview process is complete.