Frequently Asked Questions

We provide a dedicated team of agents for 2 weeks at absolutely no cost. During this time, we'll train them on your products, processes, and brand voice. You'll have full access to performance metrics and can evaluate quality firsthand. There's no credit card required and no obligation to continue afterward.

Our minimum contract is 3 months with 5 agents. We believe this gives enough time to see real ROI while remaining flexible for growing businesses. After 3 months, you can scale up, down, or adjust services as needed.

From our first discovery call to pilot launch typically takes 2-4 weeks. This includes: understanding your needs (1 week), training our team on your products (1-2 weeks), and system integration/testing (3-5 days). If you need to move faster, we can accelerate the timeline.

Yes! We welcome broker partnerships and offer competitive commission structures (10-15% of contract value). Brokers receive dedicated account management, priority support, and flexible pilot programs for their clients.

All our agents are fluent in English. Ethiopia's education system uses English as the primary language of instruction, so our workforce has strong written and spoken English skills. We can also provide Amharic and other Ethiopian language support if needed.

We're located in UTC+3 (East Africa Time), which aligns perfectly with European business hours. We offer 24/7 coverage for clients who need it, with shift differentials for night operations. Most European clients find our standard hours (9 AM - 6 PM EAT) match their needs perfectly.

Quality is maintained through: (1) Rigorous 3-week training program, (2) Real-time call monitoring and quality scoring, (3) Weekly one-on-one coaching sessions, (4) Monthly performance reviews, (5) Client-specific KPIs and SLAs. Our target is 90%+ quality scores across all metrics.

We integrate with all major platforms including Zendesk, Salesforce, HubSpot, Intercom, Freshdesk, Five9, and custom systems. Our team is trained on CRM management, ticketing systems, and can adapt to your existing tech stack within days.

Our $8-10/hour rate includes everything: agent salaries, training, quality monitoring, account management, infrastructure, technology, and real-time reporting. There are no setup fees, hidden costs, or surprise charges.

Absolutely. We understand business needs fluctuate. You can scale up with 2 weeks notice (time needed to recruit and train additional agents). Scaling down requires 30 days notice to handle staffing transitions responsibly.

No. All initial training (typically 2-3 weeks) is included at no cost. For ongoing product updates or new service additions, we include up to 4 hours of training per agent per month in your standard rate.

Yes. We follow GDPR data protection principles and maintain strict data handling protocols. Our infrastructure includes encrypted data transmission, role-based access controls, and regular security audits. We can sign Data Processing Agreements (DPAs) as required.

We're currently pursuing ISO 27001 certification with completion expected in Q2 2026. In the meantime, we follow ISO 27001 best practices for information security management and can provide detailed documentation of our security protocols.

All agent workstations are locked down (no USB ports, no personal devices, monitored internet access). Data is encrypted in transit and at rest. We maintain audit logs of all data access. Agents sign NDAs and receive annual security training.

Ethiopia offers three unique advantages: (1) UTC+3 time zone perfectly aligned with European business hours, (2) 80-90% lower labor costs than Philippines/India while maintaining quality, (3) Government-backed BPO infrastructure investment. We're an emerging market with first-mover pricing advantages.

We use dual internet providers (Ethio Telecom + Safaricom) with automatic failover, plus UPS and generator backup power. Our SLA guarantees 99.5% uptime with financial credits for any outages. Ethiopia has invested heavily in fiber optic infrastructure and 5G coverage since 2023.

Absolutely! We welcome client visits. We can arrange facility tours, meet-and-greets with your dedicated team, and even facilitate video calls with agents during the pilot phase if an in-person visit isn't feasible immediately.