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.

Absolutely! The agent you bring onto the team will be 100% dedicated to you. They will get to know your products and customer base extremely well so that over time they can continue to provide a more elevated level of customer support as their knowledge of your products and brand grows stronger.

We do not believe in pooling agents together to answer tickets from multiple brands like many other BPO companies do, as we feel this commonly leads to less elevated customer service responses.

Our agents use their own equipment and are required to have an up-to-date computer, microphone, and web camera. They must also have a reliable DSL Internet connection as well as a backup internet connection in case their primary connection goes down. 

On average, one agent can handle 70 tickets per day depending on the complexity of the ticket as well as the inbound communication channel. If most tickets are via phone, that average number will decrease whereas if most tickets are quick responses to social media comments, that average number will increase. It ultimately depends on your brand and what type of tickets you see day-to-day. 

Absolutely! On top of handling customer support tasks, our agents can do the following:

  • Influencer Outreach
  • Post Purchase Phone Calls/SMS
  • Abandoned Cart Phone Calls/SMS
  • Subscription Churn Management
  • Following up with Credit Card Failed Subscriptions
  • Proactive Live Chat (Agent reaching out to visitors rather than reacting)
  • Following up on Delayed Orders
  • Following up with Shipping Provider on lost packages
  • Following up on Reviews/Positive Customer Experiences
  • Compiling User Generated Content from Social Media
  • Engaging with Followers on Social Media
  • Tagging/Organizing Your Helpdesk

Agents are also able to handle other administrative tasks not listed above as well. Simply record a video of yourself doing a repeatable task and drop it into the Google Drive folder your Customer Success Manager shared with you,  and the agent will watch the video and quickly pick up on their new responsibility. You can also always hop on a call with your agent to go over the new task in a live setting.

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

In your first few weeks with TalentPop, your Customer Success Manager will be thoroughly involved, working closely with your new team members to ensure they are prepared to step into their new role in 3-4 weeks. Your agents will go through internal training, where they will learn more about the platforms you are using and do a deep dive into your brand and its unique policies. Typically, internal training takes about 4-5 business days.

Once the agent(s) internal training is complete, they will schedule a Client Review Call with your Customer Success Manager to discuss everything they have learned so far. From there, your Customer Success Manager will reach out to you to book a Meet & Greet Call in which you will get to meet your new team member(s) and tell them more about your brand.

After the Meet & Greet Call there will be 2-3 Live Training Calls in which your agent will be in the driver’s seat of your helpdesk platform answering tickets while you and your Customer Success Manager overlook their shoulder, making sure they have access to everything they need to be successful in the role. During these calls, we will have you share the day-to-day operations in the role so that the agent can align on the protocols and best practices specific to your brand. You or someone from your team will lead the Live Training Calls, but your Customer Success Manager will always be present to ensure your new team members are learning the processes, asking questions throughout, and sharing valuable feedback.

Once you have chosen your favorite agent, please allow at least 3-5 business days for your agent to sign and complete the Client Services Agreement. From there, we will begin the payment schedule. Once the onboarding process is complete, we will set up an Onboarding Welcome Call so you can begin to build a relationship with your agent, determine a start date, and provide them with all the necessary materials needed to prepare for their first shift.

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. 

This shouldn’t be a problem at all, we will just have to confirm availability with your agent. 

Yes. In fact, your Customer Success Manager is going to be an expert in setting up, streamlining, and organizing your helpdesk platform. They will be able to set up brand-specific macros, auto-tagging, and view architectures within your helpdesk to optimize the platform for your particular needs.

The SOP file, or Standard Operating Procedure file, is a spreadsheet covering your brand’s most common inquiries, as well as the current responses to those inquiries and all related policies. We build this document out on your behalf based on 350 of the past tickets, macros, and automations found within your helpdesk platform. This document is owned by you but your TalentPop agent will use it throughout their time working with your brand to ensure your customers always have exceptional customer service experiences. 

If you currently have In-House Customer Service agents that will be working alongside TalentPop agents, we highly recommend sharing this document with them as well to ensure that customer support is always consistent.

The Wiki File is a document we create that goes through all of your brand’s processes in detail. While the Standard Operating Procedure spreadsheet lists out your brand’s most common inquiries as well as policies and next actions, the Wiki File will dive deeper into next actions, going step by step through every process an agent would need to know about your brand to succeed in the role. If your agent ever gets sick or steps out of the role, another agent will be able to quickly review your company’s Wiki File and step into the role seamlessly without a disruption in the level of support your customers are receiving. 

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.

Throughout the shift, your agent will be answering tickets ensuring your customers’ experiences are second to none. On top of that, your agent will also be able to handle other administrative tasks.

If you want to add additional tasks to your agent’s plate, simply record a quick video of yourself completing the task and add it into the Google Drive folder your Customer Success Manager shared with you. Your agent will watch the video and quickly be able to pick up on their new responsibility. If the task is more complex, you are also always welcome to reach out to your agent directly and schedule a time to meet over video chat so you can teach them the task in a live setting.

Below is a non-exhaustive list of tasks your agent can take on:

  • Influencer Outreach
  • Post Purchase Phone Calls/SMS
  • Abandoned Cart Phone Calls/SMS
  • Subscription Churn Management
  • Following up with Credit Card Failed Subscriptions
  • Proactive Live Chat (Agent reaching out to visitors rather than reacting)
  • Following up on Delayed Orders
  • Following up with Shipping Provider on lost packages
  • Following up on Reviews/Positive Customer Experiences
  • Compiling User Generated Content from Social Media
  • Engaging with Followers on Social Media
  • Tagging/Organizing Your Helpdesk

Each agent is assigned a Team Leader who meets with the agent once a week every single week throughout their time with your brand to conduct a Quality Assurance Analysis. The Team Leader will be tracking the number of tickets your agent is closing per day as well as the agent’s first-time response & resolution times. If you have Customer Satisfaction scores turned on in your helpdesk, your Team Leader will also address any negative scores that came in to see what your agent could have done to prevent those scores.

Lastly, the Team Leader will spot-check 15 random tickets each week to ensure your agent is doing great work, always answering questions thoughtfully and not relying heavily on macros but instead personalizing each response to make each customer feel heard and valued. The Team Leader will also fill out a Coaching Form every week, grading your agent on a scale of 0 to 100 based on their performance.

Your agent must log into a software application we use called Hubstaff when beginning their shift and must log out of Hubstaff at the end of their shift. This way we are able to see that your agent is always showing up to their shift on time and not clocking out too early. Hubstaff also tracks keyboard and mouse activity every 10 minutes to confirm the agent is actively at their computer working. If in those ten minutes no activity is detected, the agent will automatically get clocked out. This ensures us that your agent is working diligently for your brand and that we are only charging you for the exact amount of minutes your agent works per day.

TalentPop handles all payroll on your behalf. We will send you an invoice around the 1st and 15th of each month along with a report of the hours your agent worked so you can see the full cost breakdown. 

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.

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.