Frequently Asked Questions

How it Works

Will my agent work within my existing tech stack?

Absolutely! Our agents receive extensive training in Shopify, Zendesk, and Gorgias during their onboarding process. Using other technology? No problem!Your agent will attend Live Training calls with your team in which you'll have the opportunity to go through any additional software they may need access to. We also record these calls to streamline training for them to refer to in the future.

How long does it take to get up and running?

At TalentPop, we don't like wasting time. On average, it just takes 2-3 weeks to get your agents up and running. This includes the recruitment, onboarding and the Live Training process!

Do I need to sign a long-term contract?

We don't do any long-term contracts here at TalentPop! Everything we do is completely month-to-month, so you have the flexibility to scale your hours up or down based on your brands needs.

Does TalentPop take care of training?

Of course! Our agents go through 20 hours of intensive training on Shopify, E-Commerce Best Practices, Customer Support Best Practices as well as Helpdesk Training.

We also establish training based on previously closed tickets to assure that your agent is able to answer even the most detailed brand specific questions.

Is my agent dedicated to me?

Yes! Unlike other customer service agencies that pool together a team of agents to handle tickets across multiple brands, we assign a dedicated agent to your brand! This ensures that your agent becomes an expert on your brand as well as you brand's tone and voice just like somebody that you would hire in-house.

Pricing & Billing

How do you track your agent's hours and productivity?

We use a time-tracking sytem called Hubstaff to identify the hours worked by your team member. Your team member will clock in and out of the system on a daily basis, and is automatically logged out of their system if they are unavalable for 10 minutes ore more giving you complete transparency on the hours they're working. All hours are then verified by your Team Lead prior to billing.

What hours can I have my agent work?

The hours that your agent will be working are completely based on your teams needs! This includes everything from EST time, PST time, UK time, AEST time, nights, weekends, etc.

What is the minimum number of hours that I can start with?

We designed our services to put together a solution for brands of all sizing. Our minimum number of hours per week is just 20 hours per week, allowing you to scale up as your team continues to grow.

Do I need to sign a long-term contract?

Never! We don't do long-term contracts here at TalentPop! Everything we do is completely month-to-month, giving you the flexibility to scale your hours up or down based on your brands unique needs.

How does the invoicing work?

Your team is invoiced twice a month each month for the exact hours and minutes that your agent worked. Along with each invoice comes a breakdown of the exact hours and minutes worked each week that's kept tracked by our time tracking system Hubstaff.

Hiring

How much experience do your agents have?

Our team members are professional Customer Service Agents! This means they have an average of 4 years of Customer Service experience, with 2 years specific to the E-Commerce space. All agents must also go through 20 hours of intensive training on top E-Commerce platforms to ensure they are up to speed on the tools your team is using.

Where are your agents located?

TalentPop has made our mark worldwide! While our agents are spread out across the world, the majority of our agents reside in the Philippines or Jamaica. We have recently been expanding our borders to include agents from South Africa as well.

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All agents that we bring on must pass our internal written, oral and customer service tests with an A- or above, as we understand the importance of flawless grammar when it comes to customer service. Our vetting process is so intense that only about 3% of applicants pass, so we can ensure your customers always have an elevated customer experience.

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Your Dedicated Customer Success Manager and Recruitment Manager are both located in the U.S.

Are your agents proficient in written and spoken English? Do they have accents?

All agents are proficient in written & spoken English and must pass a written & oral test with an A- or above, as we understand the importance of flawless grammar when it comes to customer service. Our vetting process is so intense that only about 3% of applicants pass. Our phone agents are vetted even more intensely to ensure their accent is minimal or non-existent when interacting with your customers over the phone.

Can my agent work my hours?

Absolutely! No matter what time of day (or night) you need Customer Support, our agents are willing and ready to work with you! We can even provide 24/7 coverage if needed.

How active will I need to be in the recruitment process?

Our team takes care of everything for you! All you have to do is provide us with the personality traits & skills that you are looking for. The more descriptive you can be here the better!

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Our Recruitment Team will identifiy the perfect agent based on your needs and the only action needed from you is to approve of your selected agent. If you feel that they are not the best fit for your brand, no problem! Our team will continue to work until we find the right agent for your team.

Is my agent dedicated to me?

Training & Management

How will our agents learn about our brand?

We don't believe in a universal "one size fits all" training approach. That's why we will download 150 of your past inquiries to build out a brand-specific guide. Your agent will review this document in-depth so they have a thorough understanding of your top questions, answers, tone of voice, and processes prior to stepping into the role. The agent will also attend 2-3 Live Training calls with your team to get up to speed on any of your unique processes or tech platforms. If needed, we can always add additional Live Training calls as needed until your agent is truly an expert on your brand.

Do your agents have experience with using our software tools?

Yes! Our agents go through required training on Shopify, Recharge, Zendesk, and Gorgias. If there are any additional tools your team uses, you can record videos on these platforms or we can go over them together during your agents scheduled Live Training calls to ensure they become fully up to speed.

How do we ensure efficient communication with your team?

Working with TalentPop means working with a talented team consisting of your Customer Success Manager, Onboarding Specialist, and Team Lead. The agent that we bring on for your brand should feel just like an internal member of your team. You will always have direct access to your whole TalentPop team via Slack or your team's communication channels, and they can also attend any important team meetings that are within their schedule.

How does TalentPop make sure our agent is performing well?

Your agent will meet with a Team Lead regularly to check-in in with them and go over opportunities for improvement so we can always ensure your agent is growing in their role. The Team Lead will look at how many tickets your agent is closing per day, their average response & resolution times, and will also spot-check 5 random tickets each week to confirm your agent is providing elevated responses to your valued customers. This information will be compiled into a weekly report that your team will have access to, so you are always in the loop with how things are going.

Can I assist in training our agent?

Of course! While we have extensive training modules built out on our end, we understand that every brand has unique, nuanced processes that the agent will need to understand in order to exceed expectations in the role. Our agents can always hop on Live Training calls with your team to ensure they understand their responsibilities in depth. We always record these calls, making the onboarding of future team members a seamless process as your brand continues to grow.

What KPI's does TalentPop track?

You will have access to a Team Lead who conducts a weekly quality assurance analysis with your agent. They will be looking at the number of tickets your agent is answering per day, their first time response & average resolution time, and will also spot check 5 random tickets each week just to confirm your agent is doing excellent work! If you have customer satisfaction scores turned on in your helpdesk, your Team Lead will also address any negative customer satisfaction scores, to ensure your agent is always improving in the role. This information will be compiled into a weekly report that your team will have access to, so you are always in the loop with how things are going. If there are any other metrics you would like tracked, simply let our team know and we can adjust accordingly.

What happens if my agent is out of office?

We have processes in place to ensure you do not lose coverage even when your agent is out of office. We'll have one of our Senior Customer Service Agents familiarize themselves with your brand by reading through the brand-specific training guide we built out for your team, and then have them jump into the role to continue to provide responses to your customers until your permanent agent is able to return.