Outsourcing FAQ: Your Questions Answered

Frequently Asked Questions

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Since you have global teams over multiple time zones, how is client communication handled?

We can hold virtual meetings with your company either daily, weekly, or monthly. These sessions are for discussing your Ninjas’ performance, coaching opportunities, trends, and any other relevant subjects. They will happen during your standard operating hours. The frequency of these meetings will depend on the needs of your business, but generally we suggest weekly meetings in the first 90 days, and then move to bi-weekly. Direct access to your outsourced team is also going to be provided via the “Koka Client Portal”. Koka is your one stop digital hub for convenient communication with Ninjas.

- Visibility into SLAs and KPIs.
- Direct access to your SupportNinja team.
- Insight into SOWs and change orders.
- Visibility into the tasks performed by your team.
- Sign documents electronically.
- Data presentation for validation.
- Ability to make approvals and set deadlines.
- Audio & video meetings.
- Groups & topics.
- Make transactions.
- And more!

How fast can customer-facing services get up and running?

For services like customer support or technical support, we offer an up to 60 days comprehensive training package. This includes both soft skills and hard skills, making sure that our Ninjas are as knowledgeable as possible when they get in action.

What is the team lead to agent ratio?

We typically recommend one embedded team lead per ten ninjas, however, this might adjust depending on the nature of the project, type of service line required, and scope of the support needed. We also recommend having one dedicated QA specialist to work in conjunction with our in-house QA team for optimal results.

Are you experienced with outsourcing business processes in the XYZ industry?

Our clients come from all walks of business. Since 2015, we’ve successfully met and exceeded expectations across highly different fields. Examples of our client’s sectors: eCommerce, Banking/Fintech, SaaS, Healthcare, Delivery/Rideshare, Digital Marketing, Private Equity/V.C. Baked Companies.

Do you offer any outsourcing models where I can retain more control over daily operations, instead of passing everything over to you?

Yes! If you’d like to stay more “hands-on”, you’re still in the right place. We can provide a list of pre-vetted candidates that you interview and pick yourself. Then, those Ninjas are essentially added to your existing team. They’re still on our payroll, and you pay us just a flat fee, but you’ll manage them directly. Like our “regular” outsourcing model, this offer also includes 24/7 IT & HR support for your company, in 10+ languages!

What are the main differences between the hands-on and hands-off solutions approaches?

Hands-on: you select, train and manage the team.

Hands-off: SupportNinja selects, trains and manages the team.

Are all of your services available 24/7?

All services can be provided 24/7 to help meet production and timeliness business requirements, including content moderation.

How would I know which approach is best for my business?

Hands-on: for fast growing companies that are looking to supplement their in-house teams and processes, while maintaining complete control of their systems, processes and CX. New to outsourcing? This is a good place to start!

Hands-off: for fast growing companies that are looking for a partner to help them scale their CX or business operations. Your company should already have established tech, systems and processes in place. You are looking for a way to grow in a more efficient way. Your product is more mature, you're looking for efficient growth, a way to scale, and you have more senior leadership. The company has a more solid foundation, but you're nearing volume capacity in-house. You're at a point where it's not as efficient anymore to stay fully in-house, or you're looking to replace an incumbent.