About Our Agents
Our agents are skilled individuals with at least 3 years of Customer Service experience as well as a thorough understanding of E-commerce best practices. We source our talent worldwide, but most of our agents are based in the Philippines, specifically Metro-Manila, Davao City, or Sibiu City. We also have agents in Kingston, Jamaica as well!
Of course! All of our agents have 3+ years of Customer Service experience and many of our agents also have very technical backgrounds, with past experience working for companies including AT&T, Amazon, Microsoft, Paypal, and Visa. Your agent will be able to handle complex tickets with ease.
If there is ever a question they do not know the answer to, they will reach out to you via Slack to formulate an appropriate response to the customer in order to close out the ticket. Once they have closed out the ticket, they will add the question and answer into your brand-specific Standard Operating Procedure document so that you never have to answer the same question twice.
Yes, in fact most of our clients have their agents handle returns & exchanges on their behalf. Ultimately it is up to you if you prefer to give your agent full autonomy to perform these tasks without approval or if you would rather the agent escalate these tickets to you prior to initiating the refund or exchange.
We recommend having the agent get your approval on all refunds & exchanges for their first few weeks in the role until you are comfortable with their ability to properly determine what cases warrant a refund or exchange based on your brand’s policies.
All of our agents are able to work from home and are paid a wage about 80% higher than the average BPO, which is about 4x higher than the minimum wage in their respective countries. Our agents also receive one day of PTO for every two months worked and are also eligible for maternity leave. Our agent retention rate was 94% last year, meaning our annual churn rate was only 6%, with the number one reason for leaving being maternity leave.
We love our agents and want them to truly feel like they are a part of the TalentPop family 🙂 All agents are sent TalentPop swag and attend our fun, interactive monthly Townhall Meeting in which the whole team gets to catch up and celebrate agent birthdays and cheer on agents who did exceptional work for the month.
Our agents are not only celebrated for their achievements but also have opportunities to earn bonuses as well as move up within the company. Many of our agents start out in Customer Support roles but go on to become Team Leaders and Recruitment Specialists.
Training & Onboarding
First, all agents have to go through our internal training which includes modules on Shopify & Shopify Apps, Customer Service best practices, and Customer Service helpdesk software such as Gorgias & Zendesk. After that, we will do more thorough training within your Customer Service helpdesk platform while going over your unique processes during our Live Training Calls, hosted by you. We will discuss the Live Training Calls in more detail during your Meet and Greet Call to ensure you are well-prepared to onboard your new agent.
Is it possible for our agent to work during business hours for the first few weeks for training purposes?
This shouldn’t be a problem at all, we will just have to confirm availability with your agent.
Managing Your Team
Here at TalentPop, we believe in open communication. You will always have direct access to your agent via Slack and can either message them with questions or concerns, or reach out to them to schedule a Zoom call to discuss your questions and concerns in a live setting. If your team does not work within Slack, no worries! Please let us know how your team communicates and we will adapt accordingly.
Yes, as long as the meetings are during their shift, they will be able to join in. We actually strongly encourage you to include your agent in company meetings as most of the time they are the team members within your business that know the customers best and will be able to provide valuable insight into what the customers like or do not like about your products or what new features are being requested most often.
Of course! We just recommend that you share the Standard Operating Procedure document we build out for your brand with your In-House team to ensure Customer Support remains consistent regardless of who is answering tickets.
Your agent will get a one-hour unpaid lunch break for shifts longer than 8 hours. Agents working over four hours but under eight hours will get a thirty-minute unpaid break. We recommend staggering breaks to have coverage at all times.
Definitely! Agents can cover any day, time, and time zone you feel is needed to provide timely responses to your customers. We just require that agents have at least one day off per week. So for full seven-day coverage, you would need to onboard at least two agents.
For sure! Agents can cover any day and time you feel is needed to provide timely responses to your customers. We just recommend that your agent starts out working a few shifts the first few weeks during your regular business hours to ensure they are able to reach out to you via Slack to ask questions while they are still learning the details of the role, the products, and the company as a whole!
Absolutely! If you ever feel that overtime is needed, you can either talk to your Customer Success Manager or agent directly via Slack to coordinate additional hours. In most cases, your agent will be available and excited to take on more hours. However, in the case that your agent is not available or unwilling to take on a heavier workload, we can find an agent that can cover those hours for your brand instead. There is no additional fee for overtime, you simply pay the same rate you usually do times the number of hours worked!
Yes and yes! All TalentPop agents get credited one day of paid time off for every two months worked. So in one year, they will qualify for six total days of paid time off. The agent must request paid time off 3 weeks in advance, and the requested dates must be approved by both your Team Leader as well as someone from your team. TalentPop handles all PTO payments.
Agents take off of work on Christmas Eve, Christmas Day, and New Years Day. Our Philippines-based agents also get two days off during Holy Week in April every year.
If your agent is ever sick or out of office after getting approved for PTO, we will have another TalentPop agent step in temporarily to cover for the agent until they return to work. The temporary agent will read through your brand’s Wiki File & Standard Operating Procedure document to get acquainted with your policies and procedures at an accelerated rate. The Wiki File & Standard Operating Procedure document built out for your brand will be extremely detailed to ensure the temporary agent will be able to provide customer support responses on par with your current agent’s responses so that your customers’ experiences do not suffer while your agent is out.
Your Customer Success Manager and Team Leader will both always be checking in with your agent to make sure response times are low. If your Customer Success Manager, Team Leader, or agent notice that ticket volume is increasing, causing an increase in response times or decrease in response quality, they will reach out to you with a recommendation to expand the team.
If you do decide you want to hire an additional agent, simply let your Customer Success Manager know and they will reach out to the Recruitment Team to begin a new recruitment process on your behalf. After about 7-10 days, you will receive the video interviews and writing samples of 3-5 candidates we feel would be an excellent fit with your brand so that you can hand-select who you bring onto the team.
Please note that there is a one-time fee of $500 per agent so that we can recruit, onboard, and train the agent thoroughly. If the agent does not work out within six weeks for whatever reason, just let us know and we will replace them for you free of charge.
What happens if our agent quits or is not living up to our expectations? What is the replacement process?
If your agent quits or is not living up to your expectations, we will conduct a new recruitment process on your behalf and send you 3-5 interviews and writing samples from candidates we feel would fit well within the role. While recruitment is taking place, we will have one of our current TalentPop agents read through your brand’s detailed Wiki File & Standard Operating Procedure document to get acquainted with the brand at an accelerated rate so they can fill in until a new agent is found.
Agents receive a raise once a year through TalentPop. If you feel your agent is doing a phenomenal job, please let your Customer Success Manager know and we will take that into consideration during the agent’s annual review when we determine their exact pay increase.
You as a client are always more than welcome to offer your agent a bonus or raise for excellent work whenever you’d like, but it is never a requirement.