Frequently Asked Questions

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.

It depends on the VOIP system or provider your company chooses to use, but we do recommend a system that allows for auto-recording. It allows us to refer to historical calls if needed for reference and training purposes. If you do not have a VOIP system in place we are happy to make recommendations based on your needs.

We know that a prevalent concern when considering outsourcing is that external personnel won’t perform to the expected level. Our Ninjas regularly make customers fall in love with our clients' businesses. No agent will ever interact with one of your customers before we're certain that they're knowledgeable about the company. This includes extensive pre-placement training in both soft skills and hard skills. When you work with us, we want you to no see no difference between your Ninjas and your internal teams.

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.

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.

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.

It depends on the VOIP system or provider your company uses. However, we do recommend using a system that allows for auto-recording. By recording calls, you enable the option of having a dedicated QA team as well, who will work hand-in-hand with the support delivery team on constantly improving quality. Recording calls also makes it a breeze to reference past tickets if the need arises.If you don’t have a VOIP system in place, we are happy to make recommendations based on your needs.

We offer more than 10 languages around the world, to help support all of our professional services. However, we can also secure talent with native support in additional languages should your scope of service be more expansive.