Frequently Asked Questions

The agents in Shared Teams provide service for up to 5 clients at the same time on average. In Semi-Dedicated Teams – 2 clients maximum. Dedicated Agents or Teams work for 1 client exclusively.

We offer three types of Shared bundles: Startup, Basic, and Semi-Dedicated. They are distinct by the number of monthly interactions they can process, time for service provision, and training time, respectively.

– The Startup bundle can process about 700 interactions per month, spending 130 hours on your project. The training period takes 1-2 weeks.

– The Basic bundle can process up to 1.350 interactions per month, spending 270 hours on your project. The training period takes 1-3 weeks.

– The Semi-Dedicated bundle can process up to 2.000 interactions per month, spending 400 hours on your project. The training period is custom.

Training is included no matter what option you choose. For Dedicated Teams/Agents, the service provision begins with the training.

It depends on the Bundle Selected. Some bundles are for Calls Only, some for Chats/Emails only, and most of the bundles cover all channels.

Our agents can provide multi-channel support strictly following customer requirements and SLAs.

Please reach out to our Sales team so we can recommend the most suitable bundle for you.

We typically work with our client’s CRM to make its operation seamless.

If you have no CRM software, we can help you choose and set it up. We are partners with most of the large CRM providers.

It all depends on the projects’ scale. But on average, one shared team handles 4-6 projects simultaneously.

A Semi-Dedicated team is a Shared team handling 2-3 projects simultaneously.

All vacations and sick leaves are covered by WOW24-7. Some clients decide to provide some extra days off for the agents occasionally as goodwill.

There are 5 or 6 agents and 1 team lead in Shared teams and an unlimited number of agents in Dedicated teams (depending on customer requirements).

You may switch to a bundle with the required number of interactions. We are very flexible.

Yes, we are GDPR compliant.

Yes, we have ISO27001 and ISO9001 certificates. We are working on other certificates as well.

Usually, we sign a Master Service Agreement (MSA), Non-Disclosure Agreement (NDA), and Data Process Agreement (DPA). But if you need any additional agreements to comply with legislation or corporate policies, we are also open to signing them.

Sure!

You may talk with agents before signing MSA and other agreements.

In the case of Dedicated Agents/Teams, you may approve the agents before they are hired. If you don’t like the agent for any reason, we’ll bring other ones to interview.

In general, one interaction is one complete cycle of communication with the end customer (for example, one email, one completed chat, or one call).

We work based on deposit prepayment and deferred payment methods, depending on customer needs and in accordance with our credit risk policies.

We have 250+ professional agents at this moment.

However…

We have small and perfectly manageable teams. We feel this criterion is more important than the overall employee headcount.

Yes, we have legal offices in US and EU, and several operational offices in Ukraine. Two larger offices are in Lviv and Kyiv.

Both Ukrainian operations centers are equipped with power generators, satellite internet StarLink as well as high-speed cable internet, coffee machines, and cookie bars. We can become fully independent from the central power or internet supply within 60 seconds.

We also have several sports rooms where employees can play ping-pong, and enjoy any kind of fitness & exercise during the breaks.

We also respect our team members’ desire to work remotely. And we also support a hybrid work model.

Yes.

Yes. You can request custom coverage no matter what team you choose.

If your project is in a domain where one of our teams has lots of expertise, and your business process and workflow are standard, there will be minimum training required. For example, we have lots of experience in the retail, e-commerce, e-learning, and travel industries.

Otherwise, the training process may take 2-6 weeks, depending on your project.

In addition to Team Leads, we have Quality Assurance Managers evaluating service quality and sharing relevant reports with our customers on a regular basis.

We also have Customer Success Managers to whom you may address any concerns you may have.

These are the standard languages we cover for both calls and chats/emails:

• English


• German


• Spanish


• French


• Italian


• Polish


• Arabic

Additionally, we hire agents proficient in any other required language based on client needs. Be it Mandarin, Swedish, or other languages.

Yes, absolutely.

We can also set up a workflow, knowledge base, reporting system, and analytics. Please feel free to ask our Sales Team.

We use:

– A desktop PC or a laptop with Core i5 or higher dual/quad-core processor at 1.8 GHz minimum; 8GB RAM; 128 GB SSD.

– Standard size monitor with a minimum resolution of 1920×1080.

– A phone headset.

Feel free to find all the references here: Case Studies