Frequently Asked Questions
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Brand-safe customer success is a priority. How would you provide that?
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.
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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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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 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
Are customer support phone calls recorded?
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.
Technology & Reporting
How many languages do you support?
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.
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Can you describe the Ninja training process?
SupportNinja’s aims to have an extensive 30-day curriculum, knowledge database, and learning management system in place by the time the candidates have been recruited. Training is conducted through a combination of online, self-study, and classroom learning by your own dedicated training manager. This is to ensure that Ninjas are at 50% in their second week of training. After the 30 day training period, Ninjas are fully capable of handling tickets and hitting full KPIs.
Note: Training is ongoing which means Ninjas will be challenged with new materials and assessments throughout the lifetime of the account and, in addition, have access to free courses through NinjaLearn, our learning management system (LMS).
Service Setup & Training
How often will customer support metrics be shared with our team?
SupportNinja will meet with your company daily, weekly, and/or monthly to discuss trends, coaching results, and key reports. We recommend starting with weekly meetings for the first 90 days, then moving to a bi-weekly meeting after 90 days. Frequency is determined by your company's specific needs so we are happy to customize a cadence that works for you.
Technology & Reporting
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