Frequently Asked Questions
How quickly can agent teams go live?
ACS has a proven track record of scaling 30 agent teams in just 14 days. While the timeline will depend on the specific requirements of your project, most clients can expect to be up and running within 5-10 days of engaging our services. Administrative vs. clinical services?
Do I get dedicated agents?
Our full-time agents work exclusively for your business, ensuring continuity and consistency in their performance. Shared agents may have other clients but are still selected based on your specific requirements. We carefully handpick each agent to match your needs, and you will work with the same agent throughout your journey with us to build rapport and optimize results. We offer agents from the Philippines, Nicaragua, Costa Rica, and Columbia based on your preference and language requirements.
How do you maintain quality?
We have a rigorous talent acquisition process that involves screening, interviewing, and selecting candidates who meet your specific criteria. Our proven process and technology ensure that employees start and end work on time, helping you avoid unnecessary costs. Once hired, KPIs are established with your employee to track progress and ensure that quality standards are met.
Can I hire employees part-time or shared basis?
Yes, we offer part-time, shared offshoring services to accommodate your specific business needs. Our minimum requirement is 20 hours per week.
May I provide the work hours? Can agents work after US hours or overnight 24/7?
You have full control over the work hours of your offshore employees, and we will ensure that candidates are informed of your preferred schedule. Our agent staff are highly flexible and can work during the hours your business requires. Overnight shifts are popular in the Philippines due to the large number of US clients who utilize the region for back-office roles. We can certainly accommodate this schedule, as well as public holidays, with a loading.
How do you handle non-perfoming agents?
We take responsibility for managing agent performance on your behalf. If an agent is not meeting your expectations or KPIs, we will work to performance manage them or, if necessary, replace them promptly to minimize disruption to your business.
Is my company data safe with offshore outsourcing employees?
At ACS, we take data security and privacy very seriously. We implement a range of security measures to ensure that your data remains private and secure, including remote desktop solutions. We also collect identifying information from each employee, such as their passport or driver's license, so that we can pursue them for damages in the unlikely event of a breach. We are fully compliant with ISO 27001 and can require an NDA before onboarding if requested.
What are the additional benefits of offshoring labor?
Access to a larger talent pool
Offshoring can help companies access a larger pool of skilled workers and professionals who may not be available or affordable locally.
Increased flexibility and scalability
Offshoring allows companies to quickly scale their operations up or down based on changing business needs, without the constraints of local labor markets.
Extended work hours
Offshoring to a different time zone can provide companies with extended work hours, allowing them to improve productivity and accelerate project timelines.
Diversification of risk
Offshoring can help companies diversify their operations and reduce risk by spreading their workforce across multiple locations and regions.
Improved focus on core competencies
By offshoring non-core functions, companies can free up resources and focus on their core competencies, leading to increased innovation and competitiveness.
What countries are best for offshoring labor?
The choice of the best country for offshoring labor depends on various factors such as the specific needs of the company, the skills required, language proficiency, time zone differences, political stability, and the overall cost of doing business in that country. Here are some countries that are often considered for offshoring labor:
India
India is a popular destination for offshoring labor, particularly in the areas of IT, customer service, and back-office operations. The country has a large pool of skilled workers, excellent English proficiency, and a favorable business environment.
Philippines
The Philippines is another popular destination for offshoring, with a well-educated workforce, high English proficiency, and a cost-competitive business environment. The country is known for its expertise in areas such as customer service, healthcare, and creative services.
Nicaragua
Nicaragua is another country that is becoming increasingly popular for offshoring labor. It offers a range of benefits such as a large pool of skilled labor, a low cost of living, and favorable government policies to attract foreign investment.
Costa Rica
Costa Rica is another country that is considered a smart choice for offshoring labor. It has a stable political and economic climate, a well-educated workforce, and a focus on sustainability and innovation.
Columbia
Colombia is becoming an increasingly popular option for offshoring labor due to several factors, such as a large pool of well-educated, English-speaking professionals, favorable time zones for companies in the United States, and a stable political and economic climate.
Malaysia
Malaysia has a highly skilled and multilingual workforce, a stable political environment, and a strong commitment to supporting foreign investment. The country is known for its expertise in areas such as IT, finance, and shared services.
Poland
Poland is a popular destination for offshoring in Europe, with a highly educated workforce, strong language skills, and a favorable business environment. The country is known for its expertise in areas such as IT, finance, and shared services.
It's important to note that each country has its own unique advantages and challenges when it comes to offshoring, and companies should carefully evaluate their options before deciding.
What are the cost savings associated with offshoring labor?
Offshoring labor can provide significant cost savings for US domestic companies. Some of the key cost savings associated with offshoring include:
Lower labor costs
One of the primary benefits of offshoring is access to lower-cost labor markets. Countries like the Philippines, Nicaragua, Costa Rica, and Columbia, for example, have lower labor costs compared to many Western countries.
Reduced overhead costs
In addition to lower labor costs, offshoring can also help companies save on overhead costs such as rent, utilities, and office supplies. This is because companies can often operate with a smaller physical presence in their home country when certain functions are offshored.
Savings on employee benefits
Offshoring can help companies save on employee benefits such as healthcare, retirement plans, and other forms of compensation. This is because these benefits are often less expensive in offshore locations.
Tax incentives
Some countries offer tax incentives to companies that offshore, which can further reduce costs.
Increased efficiency
Offshoring can also lead to increased efficiency and productivity, which can translate to cost savings over time. This is because companies can access a larger pool of skilled workers and leverage the benefits of extended work hours.
What are the risks and challenges of offshoring labor?
While offshoring labor can provide significant benefits, there are also risks and challenges that companies should be aware of. Some of the key risks and challenges of offshoring include:
Communication challenges
Cultural and language barriers can lead to miscommunications and misunderstandings, which can impact productivity, quality, and overall project success.
Quality concerns
Depending on the offshoring location and industry, quality concerns may arise due to differences in work standards, regulations, and training.
Security and privacy risks
Offshoring can increase the risk of data breaches and security breaches, particularly if the offshoring partner lacks robust security protocols.
Political and economic instability
Some offshoring locations may have political and economic instability, which can impact business operations and continuity.
Legal and regulatory challenges
Different countries have different laws and regulations, which can make compliance challenging and time-consuming.
Time zone differences
Time zone differences can make it difficult to coordinate and collaborate effectively, which can impact project timelines and team productivity.
Reputational risks
Offshoring can sometimes be perceived negatively by customers or stakeholders, particularly if it is associated with job loss or exploitation of workers.
It's important for companies to carefully evaluate these risks and challenges before making a decision to offshore, and to develop a robust offshoring strategy that addresses these issues. This can include measures such as regular communication, security protocols, contingency plans, and legal compliance reviews.
How do I ensure quality of the work being done offshore?
Ensuring quality control of work being done offshore is essential to the success of any offshoring initiative. Here are some steps that you can take to help ensure quality control:
Clearly define your quality standards
Before offshoring, you should clearly define your quality standards for the work being done offshore. This can include setting expectations around performance, productivity, and quality, and developing clear metrics to measure success.
Establish communication protocols
Communication is key to ensuring quality control. You should establish clear communication protocols with your offshore partner to ensure that expectations are understood and met. This can include regular check-ins, progress updates, and performance reviews.
Provide detailed instructions
Provide your offshore team with detailed instructions on the work to be done, including expectations around quality standards, work processes, and timelines. This will help to ensure that the work is completed correctly and on time.
Conduct regular quality reviews
Conduct regular quality reviews of the work being done offshore to ensure that it meets your quality standards. This can include reviewing samples of work, conducting audits, and providing feedback to your offshore team.
Implement quality control tools
Use quality control tools such as checklists, templates, and automated testing to ensure that work is done correctly and consistently.
Provide training and support
Provide your offshore team with the necessary training and support to help them meet your quality standards. This can include providing training on work processes, quality standards, and communication protocols.
By taking these steps, you can help to ensure that the work being done offshore meets your quality standards and contributes to the success of your business.
How do I best manage communications and collaboration with an offshore team?
Ensuring quality control of work being done offshore is essential to the success of any offshoring initiative. Here are some steps that you can take to help ensure quality control:
Clearly define your quality standards
Before offshoring, you should clearly define your quality standards for the work being done offshore. This can include setting expectations around performance, productivity, and quality, and developing clear metrics to measure success.
Establish communication protocols
Communication is key to ensuring quality control. You should establish clear communication protocols with your offshore partner to ensure that expectations are understood and met. This can include regular check-ins, progress updates, and performance reviews.
Provide detailed instructions
Provide your offshore team with detailed instructions on the work to be done, including expectations around quality standards, work processes, and timelines. This will help to ensure that the work is completed correctly and on time.
Conduct regular quality reviews
Conduct regular quality reviews of the work being done offshore to ensure that it meets your quality standards. This can include reviewing samples of work, conducting audits, and providing feedback to your offshore team.
Implement quality control tools
Use quality control tools such as checklists, templates, and automated testing to ensure that work is done correctly and consistently.
Provide training and support
Provide your offshore team with the necessary training and support to help them meet your quality standards. This can include providing training on work processes, quality standards, and communication protocols.
By taking these steps, you can help to ensure that the work being done offshore meets your quality standards and contributes to the success of your business.
How do I protect my intellectual property when working with an offshore team?
Protecting intellectual property (IP) is important when working with an offshore team. Here are some steps that you can take to protect your IP:
Sign a Non-Disclosure Agreement (NDA)
Sign an NDA with your offshore team to protect your confidential information, including trade secrets, proprietary information, and other confidential information.
Define and document your IP
Define and document your IP, including copyrights, trademarks, patents, and trade secrets, and ensure that your offshore team understands and agrees to protect your IP.
Limit access to IP
Limit access to your IP to only those who need it to perform their job duties. This can include setting up firewalls, password-protected access, and other security measures to restrict access to confidential information.
Use secure data transmission
Use secure data transmission methods, such as virtual private networks (VPNs), to ensure that your IP is protected during transmission.
Monitor and audit IP usage
Monitor and audit the usage of your IP by your offshore team to ensure that it is being used appropriately and in accordance with your IP policies.
Conduct background checks
Conduct background checks on your offshore team to ensure that they are trustworthy and do not have a history of IP theft or other unethical behavior.
Provide IP training
Provide IP training to your offshore team to educate them on the importance of IP protection and best practices for safeguarding IP.
By taking these steps, you can help to protect your IP when working with an offshore team and minimize the risk of IP theft or infringement.
How do I ensure compliance with local laws and regulations when offshoring labor?
Compliance with local laws and regulations is critical when offshoring labor. Here are some steps that you can take to ensure compliance:
Conduct thorough research
Conduct thorough research on the local laws and regulations in the offshore location where you plan to hire workers. This can include labor laws, tax regulations, immigration requirements, and other applicable laws.
Engage local legal counsel
Engage local legal counsel who is familiar with the local laws and regulations to provide guidance on compliance matters. This can include drafting employment contracts, reviewing labor laws, and providing advice on compliance issues.
Follow labor and employment laws
Follow labor and employment laws, such as minimum wage laws, working hours, and benefits, to ensure compliance with local laws.
Pay taxes
Ensure that you comply with local tax regulations, including paying taxes on wages and other income earned by your offshore team.
Obtain necessary licenses and permits
Obtain any necessary licenses and permits required by local authorities to operate in the offshore location.
Maintain accurate records
Maintain accurate records of all employment-related activities, such as employee contracts, payroll, taxes, and benefits, to ensure compliance with local laws and regulations.
Conduct regular audits
Conduct regular audits to ensure that your company is complying with local laws and regulations. This can include conducting internal audits or engaging third-party auditors to review your compliance practices.
By following these steps, you can ensure compliance with local laws and regulations when offshoring labor and avoid potential legal and financial risks.
What are the average labor costs per hour of offshoring labor for both administrative and clinical labor?
The cost of offshoring labor can vary significantly depending on the country and type of work involved. In general, administrative labor tends to be less expensive than clinical labor. Offshore locations commonly used for outsourcing include India, the Philippines, Eastern Europe, and Latin America. Labor costs in these locations can range widely and are influenced by factors such as worker skill level, experience, and education.