Frequently Asked Questions
54 answers covering team size, agents, channels, pricing, operations and data handling — including the ones where the honest answer is no.
Getting started
What is the minimum number of agents?
Two. That is the smallest team we take on, and it is deliberate. A single agent has no cover for illness, holidays or training time, which makes the arrangement fragile from day one. Two agents give you continuity and a realistic view of how the setup performs.
Can I really start with just 2 agents?
Yes — it is the way most clients begin. Two agents is enough to prove the workflow, test the scripts and see real reporting before you commit to anything larger. You scale when the volume justifies it, not because a contract requires it.
How long does onboarding take?
It depends far more on your material than on us. A campaign with existing scripts, documented FAQs and ready system access moves quickly. A campaign where the knowledge lives in one person's head takes longer, because it has to be written down before it can be taught. We give you a realistic timeline in the proposal rather than an optimistic one.
What do you need from me to get started?
Product or service information, any scripts or talking points you already have, your common questions and answers, access to the systems agents will work in, escalation contacts, and your policies on the decisions agents may make. If some of that does not exist yet, we will tell you what has to be created before go-live.
Do you offer a free trial?
We do not advertise a free trial, because staffing and training a campaign has real cost from the first day. We do support small pilots — starting with two agents on a defined scope is itself a low-risk way to evaluate the arrangement. Ask about pilot options when you speak to us.
What industries do you support?
We work across insurance, solar, roofing, HVAC and home services, real estate, ecommerce, SaaS, travel, logistics, moving, auto transport, professional services, education, and administrative support for healthcare, financial services, legal intake and property management. Where an industry is regulated, agents handle the administrative layer and regulated work stays with your licensed staff.
Agents and your team
Are agents dedicated to my business?
Yes. Your agents work your campaign, learn your product and follow your processes. They are not answering for several businesses out of a shared queue.
Can I increase the number of agents later?
Yes. Scaling up is the normal path — two agents to three, five, ten or more. New agents need training time on your material, so give us reasonable notice rather than expecting capacity the same week.
Can I reduce the team size?
Yes, subject to the notice period in your agreement. Notice exists because agents are real people on a schedule, not capacity switched off in a control panel.
How is attendance handled?
Agent attendance is reported alongside campaign activity, so you can see the hours actually staffed against the hours you are paying for.
What happens if an agent is absent?
Planned absence is covered by arranging cover in advance where the campaign allows it. Unplanned absence is where a two-agent minimum earns its keep — your coverage is reduced rather than eliminated. We tell you when it happens rather than quietly under-delivering hours.
What happens if an agent is not performing?
Tell us early. Most performance issues come from unclear scripts, missing information or unrealistic expectations, and are fixable with coaching. Where an agent genuinely is not the right fit for your campaign, we replace them, and the replacement needs training time on your material.
Do you provide supervisors?
Yes, as an option. A team leader makes sense once a crew grows past the point where it can self-manage, or where a campaign needs daily oversight. It is quoted separately rather than bundled into the agent rate.
Do you provide QA?
Yes, as an option. Quality assurance means scored conversation reviews against criteria you approve, with coaching based on the results. Small campaigns often start without formal QA and add it as the team grows.
Can agents work weekends?
Yes. Weekend coverage is quoted separately from weekday hours because weekend shifts carry a premium.
Can you work in my time zone?
Yes. Coverage is built around the hours your customers contact you, not around ours. Overnight and unusual shift patterns typically carry a premium, which we show as a separate line in the quote.
Services and channels
Can agents answer inbound calls?
Yes. Inbound voice support is one of our core services — answering in your business name, resolving what is in scope and escalating the rest by your rules.
Can agents make outbound calls?
Yes, for appointment setting, lead follow-up, B2B calling and customer follow-up. Outbound campaigns carry compliance responsibilities that are worth reading about before you start.
Can agents handle live chat?
Yes, inside the chat platform you already use. An agent typically handles two to three concurrent conversations while keeping replies quick and accurate.
Can agents handle email and tickets?
Yes. Agents work your support inbox or helpdesk queue, replying from approved material and categorising consistently.
Can agents book appointments?
Yes, directly into your calendar or scheduling tool. You control which slots are available.
Can agents use my CRM?
Yes. Agents work inside the systems you already run, using accounts you create and permissions you control. We do not ask you to move to a system of ours.
Can I use my existing phone system?
Yes, by giving agents a seat or extension. Alternatively we can configure a number and routing for the campaign. Either way, telecom costs are billed separately from agent hours.
Can agents collect payments?
Not by default. Handling card payments requires specific controls and a separate written arrangement, and we will not claim a payment-card certification we do not hold. Raise it during scoping and we will tell you plainly what is possible.
Who provides the lead list?
You do. You supply the calling data and confirm it was lawfully sourced with the permissions your contact method requires. Keeping data ownership with the party who can evidence its lawful basis protects both sides.
Pricing and billing
How does your pricing work?
Pricing is per agent-hour. You are quoted a rate per agent based on the service, the hours and the complexity of the campaign, and billed for the hours staffed. Starting rates published on the site are genuine starting points, not final numbers.
Why is the price shown as "starting from"?
Because the honest answer depends on your campaign. Agent count, working hours, shift timing, campaign difficulty, required experience, training depth, language, weekend coverage, supervisor and QA requirements and technical complexity all move the number. A single headline rate that ignores all of that would be misleading.
Who pays phone and telecom costs?
You do, separately from agent hours. Agent pricing covers agent labour. Phone numbers, SIP, inbound and outbound minutes, dialler usage and other telecom expenses may be billed separately depending on the campaign. We would rather show it as a separate line than hide it inside an hourly rate.
Is the calculator estimate a quote?
No. The calculator applies published starting rates to the hours you enter, which makes it useful for budgeting and useless as a contract. A real quote comes after we understand the campaign.
Are there setup fees?
It depends on the onboarding scope. A campaign needing extensive documentation, system configuration or long training may carry a setup cost, and if so it is stated in the proposal before you commit to anything.
What is the contract length?
Terms are agreed in the service agreement, including notice periods for changing or ending the arrangement. We are not interested in locking a two-agent pilot into a multi-year commitment.
Operations, quality and reporting
What reporting is available?
Reporting is agreed during onboarding and typically covers volume handled, outcomes and dispositions, escalations, appointments or tickets created, and agent availability. Daily reporting is standard on most campaigns; the format is built around what you will actually read.
Can I provide my own scripts?
Yes, and it is preferred. Agents work from talking points you approve. If your scripts need tightening we will say so, but nothing goes live without your sign-off.
Can you help create scripts?
Yes. If you do not have scripts yet we can draft them from your product material and existing conversations. You review and approve everything before it is used, because the claims in a script are your claims.
How are escalations handled?
By rules you define in writing during onboarding: what triggers an escalation, who it goes to, and how urgently. Agents follow the rule rather than improvising, and escalations are reported so you can see what keeps hitting the threshold.
Can calls be recorded?
Where your systems support it, yes. Recording law differs by jurisdiction and some require the consent of every party, so you set the policy and confirm it is lawful for the regions being called. Where recording applies, the required notice must be in the approved script.
How do you train agents on our product?
From the material you supply: product information, scripts, FAQs, sample conversations and system walkthroughs. Training covers product knowledge, scripts, your CRM, call or chat handling and escalation rules. Better source material means faster, more accurate training.
Do you guarantee appointments?
No. Appointment volume depends on your lead quality, offer, pricing, market and calendar availability. We commit to staffed hours, agreed activity levels and honest reporting on what actually happened.
Do you guarantee sales?
No, and we would treat any provider who does with suspicion. We control effort, process and reporting. We do not control your market, your pricing or your offer.
Data, security and compliance
How is customer data handled?
Agents access only the systems and data the campaign requires, using accounts you create and can revoke. Access is scoped to least privilege, credentials are not shared between agents where your systems support individual accounts, and access is removed when an agent leaves your campaign. Full detail is on our security page.
Are you SOC 2, ISO 27001, HIPAA or PCI certified?
No. We do not hold those certifications and we will not imply otherwise. Our security page describes the controls we actually operate so you can assess them against your own requirements. If your business requires a certified provider, that is a legitimate reason to choose one.
Who is responsible for telemarketing compliance?
Responsibility is shared but clearly divided. You are responsible for lawful data sourcing, campaign authorisation and the claims in the script you approve. We are responsible for following your approved script, respecting calling windows and suppression lists, and stopping contact when you tell us to. Neither of us is a substitute for legal advice on your specific campaign.
What happens to our data if we end the arrangement?
Agent access to your systems is revoked, and data handling on termination follows what is agreed in the service agreement. Since agents work primarily inside your systems, most campaign data never leaves your control in the first place.
Can agents work with sensitive or regulated information?
It depends entirely on the regulation involved and needs discussing before onboarding rather than after. For healthcare, financial services and legal work we deliberately scope agents to administrative tasks and keep regulated activity with your qualified staff.
Billing and payment
When am I actually billed?
Billing cycle and invoicing timing are confirmed in your proposal, because they depend on the scope agreed. See the billing page for how the pieces fit together, and ask directly during scoping if the cycle matters to your cash flow.
Do I pay for a pilot the same way as an ongoing engagement?
Pilot payment terms are agreed in writing before the pilot starts, as part of the same scoping conversation that defines the workflow and KPIs. We do not advertise an unconditional free trial — see why on the pilot page — but terms are always explicit before you commit, not buried after.
Is a deposit required?
It depends on the scope and onboarding work involved. Where a deposit applies, it is stated in your proposal before you sign anything — never assumed or added afterward.
What is included in the agent rate, and what is not?
The agent rate covers agent labor. Telecom (phone numbers, minutes, SIP, dialer usage) and any software or platform costs that are not already part of your existing tools are billed separately and shown as their own line — see the billing page for a full breakdown.
Can I see an invoice format before committing?
Yes — ask during scoping. We would rather show you the actual format than describe it in the abstract.
What happens if my usage changes mid-cycle?
Scaling up or down follows the notice period in your agreement (see the scaling page). Billing adjusts to the agreed team size and hours from the point the change takes effect.
Do you accept the payment method I already use?
Accepted payment methods are confirmed during scoping and depend on your region and the arrangement agreed. Ask early if a specific method matters to you.
Is there a cancellation fee?
Ending an engagement follows the notice period in your service agreement rather than a separate cancellation fee. See the offboarding stage of the Process Center for what happens when an engagement ends.
Who do I contact if a charge looks wrong?
Your named contact from onboarding, or through the contact page. Billing questions are addressed directly — we would rather resolve a discrepancy than have you discover it during a routine reconciliation.
Are prices shown on the site final?
No. Every rate on the site is a genuine starting point per agent-hour, not a final quote. What you actually pay depends on your specific campaign — see the pricing page for the full list of factors that move the number.
Question not answered here?
Ask it directly. If it turns out to be a common one, it ends up on this page.