Outsourcing FAQ: Your Questions Answered

Frequently Asked Questions

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How is quality assessed and assured?

We offer a highly trained QA team to support your team. QA pulls tickets for each agent on a weekly basis and holds ongoing coaching meetings during the lifetime of your account. We recommend having at least one dedicated QA specialist to work in conjunction with our in-house QA team to provide optimal results. Your Client Success Manager will monitor your account to ensure that all critical benchmarks are being met and that you are completely satisfied.

What phone system or VOIP providers do you use for customer support calls?

We tend to use RingCentral and Vonage, but we can use the VOIP system of your choice as well. If you don’t have a VOIP system in place, we are happy to make recommendations based on your needs.

What are your operating hours for professional services?

All of our services are available whenever and however you need them, even 24/7/365! Regardless of when your internal teams are doing their work, our Ninjas will be besides them, streamlining processes as needed. Thanks to the global nature of our business, we’re also masters of asynchronous communication.

How are Ninjas recruited?

Recruitment‍
Prior to recruiting your ninjas, we send you several onboarding documents to ensure everyone is aligned about the types of talent you’re looking for. Once candidates pass our informal round of screening based on background, qualities, skills, etc. we take selected candidates through a variety of written and verbal tests to ensure only the highest quality candidates are being selected. From there, we bring agents in for another interview to make sure they’re a fit all around. ‍

Quality Over Quantity‍
When hiring a customer support team we don’t believe in a one size fits all approach, so we recruit specifically for the job at hand for each and every client we bring into the Ninja family. ‍

Timeline‍
The recruitment process can take 2-4 weeks to source your team. After we find the perfect Ninjas, they go through 2-4 weeks of training. By the end of their training, they are handling live tickets under the guidance of one of our incredible trainers. Training is ongoing, so our Ninjas are always learning and improving every day.

What happens if there is a significant change or update to my product and the team needs to be retrained?

Our Ninjas will adapt to any product changes as needed. You simply need to let us know what’s going to change in advance so that your outsourced team can be upskilled and ready to support your customers through the update.

Can you describe the Ninja training process?

‍SupportNinja’s aims to have an extensive 30-day curriculum, knowledge database, and learning management system in place by the time the candidates have been recruited. ‍Training is conducted through a combination of online, self-study, and classroom learning by your own dedicated training manager. This is to ensure that Ninjas are at 50% in their second week of training. After the 30 day training period, Ninjas are fully capable of handling tickets and hitting full KPIs. ‍

Note: Training is ongoing which means Ninjas will be challenged with new materials and assessments throughout the lifetime of the account and, in addition, have access to free courses through NinjaLearn, our learning management system (LMS).

Where would my Ninjas be located?

Completely up to you! As of right now, we can form teams for you in the US, the Philippines, Romania, or Ireland. It’s only a question of your business’s priorities and preferences.

How many languages do you support?

We support more than 10 languages around the world to support content moderation as well as our other services, but can also secure talent with native support in additional languages should your scope of service be more expansive.